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Overview of the roleAre you an experienced IT professional looking for your next challenge? We’re on the lookout for a talented 3rd Line IT Engineer to join our growing vibrant and collaborative Service Desk team. You’ll be working alongside a close-knit group of four skilled engineers who are passionate about delivering exceptional support and solving problems together and independently.As a member of our team, you’ll have the opportunity to mentor and guide junior engineers, helping them grow while making a real impact on the team’s success. We’re all about fostering a supportive environment, and we fully invest in your growth with tailored training, progression plans, and plenty of opportunities to advance your career.While you’ll be part of a fast-paced, customer-focused environment, we’re committed to giving you the tools and support you need to thrive. As part of the role, there is an on-call rotation once a month.If you’re ready to bring your expertise to a place that values your growth and development, we’d love to hear from you!Benefits of working for Tailor Made Technologies:A competitive salaryTraining opportunities set out with a clear training structureProgressive working environment with access to voice your opinions to decision makers25 days holiday plus bank holidaysYour birthday offFlexi health plan cover and access to a range of Health BenefitsIT purchasing schemeCompany pensionAn active Social Committee who plan monthly competitions and eventsA brilliant breakout room with free breakfast and a pool tableJoin a Trusted Partner for Transformative Managed Technology Experts in Managed IT, Cyber Security and Communications solutions, Tailor Made Technologies (TMT) is on a mission to help small and medium-sized enterprises leverage business technology to achieve their goals. Partnership-focused with a deep and deliberate understanding of customers’ strategic goals, our in-house teams tailor our services to suit every client’s unique requirements and drive business growth. Through comprehensive offerings, broad technical knowledge and excellent customer service, we ensure your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your targets.Duties and responsibilities of our 3rd Line IT Service Desk Engineer:Advanced Technical Support: Provide expert-level technical support to address complex issues escalated from lower tiers (1st and 2nd line support). This may involve troubleshooting hardware, software, and network-related problems.Incident Management: Take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements.Problem Management: Identify underlying root causes of recurring incidents and implement long-term solutions to prevent their recurrence. Conduct thorough root cause analysis and document findings for future reference.Change Management: Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption to operations.Technical Documentation: Create and maintain comprehensive documentation.Customer Support: Interface with external vendors and third-party service providers to resolve technical issues and procure necessary hardware or software.Training and Mentoring: Provide guidance and support to junior engineers and support staff.On Call: There is an expectation to be on call once a month.Your previous experience:Microsoft Windows desktop and server configuration and support experienceMicrosoft Exchange On Prem and Online configuration and support experienceTerminal server environment configuration and support experience (Citrix, AVD, RDS)Active Directory configuration and administrationStrong knowledge and understanding of Group PolicyStrong general networking skills (CLI, Subnetting, NAT)Good understanding of DNSRouter configuration and support experience (Cisco, HP, Draytek)Firewall configuration and support experience (Watchguard, SonicWALL)HP ProLiant & Dell PowerEdge Server Hardware support experienceVMware & Hyper V support experience (VCP an advantage)Storage technologies (NAS, NetApps, Synology)Strong understanding of Office 365Strong understanding of Microsoft AzureStrong understanding of Microsoft IntuneStrong understanding of SSL CertificatesEssential Skills:Excellent communication skillsOrganisational skillsResults driven with a proven track recordTeam playerSelf-motivated and proactiveAbility to be resilient and to work under pressure