3rd Line IT Support Technician

3rd Line IT Support Technician

Up to £45K

Stourbridge

About the role

The role will be responsible in providing 3rd-line technical support to resolve complex hardware, software, and network issues.

Responsibilities - (but not limited to)

• Providing the type of personalised customer service you’d expect from a small firm handling 2nd and 3rd line support via telephone, email and remote support tools.
• Diagnosing and resolving complex issues in a Microsoft environment.
• Providing technical expertise to manage and lead the design, configuration and deployment of computer systems, networks and IT & Communication projects.
• Change and project implementation as well as process improvements, for internal projects as well as client projects.
• Coordinating with 3rd-parties such as suppliers and channel partners when required, to resolve problems and queries.
• The creation, maintenance and publishing of support documentation in order to assist colleagues in the quick resolution of incidents and to enable users to become more self-sufficient.
• Visiting customer sites to provide support and install new systems.

Person Specification

• A proven understanding of:

o Microsoft Azure, Microsoft Intune/Endpoint Enrolment.

o Power Automate and PowerShell scripting.

o Windows Server technologies such as Active Directory, DHCP and DNS.

o Bare metal recovery and backup.

o Procedures for servers and workstations.

o Working with Microsoft Windows 10 as well as a knowledge and understanding of earlier versions.

o Email and server migrations including knowledge of Microsoft Exchange and Exchange Online.

o Antivirus concepts and remote management tools.

o Networking knowledge including: wireless, VoIP, structured cabling, routing concepts, VPN and managed networks.

o Routers running pfSense/OPNSense or similar router operating systems (eg. Untangle).

Beneficial, but not essential

• Previous experience of working within 3CX and VoiP services