3rd Line Support Engineer (PHP)

at  DevFinders

COMPANY OVERVIEW:

Our client, a fast-growing IT services company, are committed to delivering exceptional technical support to a diverse clientele across various sectors, including finance, healthcare, and education. Their mission is to provide tailored IT solutions that enhance operational efficiencies and drive innovation for their clients.
As the demand for remote work solutions surges, our client is poised for growth, and they are actively seeking an experienced 3rd Line Support Engineer to bolster their team. This position plays a pivotal role in their strategy to deliver top-tier IT services, helping clients navigate the complexities of modern technology.
The ideal candidate will possess a deep understanding of advanced IT support, demonstrating expertise in resolving intricate technical issues that can range from network connectivity problems to software malfunctions. By leveraging their skills, the 3rd Line Support Engineer will ensure that the clients’ IT infrastructures are resilient and capable of supporting their business objectives. This role requires not only technical proficiency but also a commitment to excellent customer service, as you will be interacting directly with clients to understand their challenges and provide timely, effective solutions.

POSITION SUMMARY:

The 3rd Line Support Engineer will play a critical role in providing high-level technical support, ensuring the stability and efficiency of clients’ infrastructure. The ideal candidate will have a minimum of 3 years of experience in a 3rd line support role with robust knowledge of both Windows and Linux operating systems, as well as virtualization technology and cloud-based platforms.

REMOTE WORK REQUIREMENTS:

As a remote employee, you should have access to a reliable internet connection, a suitable workspace and your own device (laptop/PC). This is a full-time position, and you will be required to work UK hours 08:30 to 17:00. You should also be able to communicate effectively with team members through various virtual communication tools.

REQUIREMENTS:

• Minimum of 3 years of experience in a 3rd line support role.
• Certification in Computer Science, Information Technology, or a similar field an advantage
• Strong knowledge of Windows and Linux operating systems, virtualization technology, and cloud-based platforms.
• Experience with a wide range of networking technologies, such as LAN, WAN, WLAN, VPN, and DNS.
• Sound knowledge of networking concepts, including TCP/IP, DHCP, DNS, WAN, and FTTP/FTTC.
• Demonstrated understanding of router, switch, and access point configurations and diagnostics.
• Self-motivated with effective initiative and accountability to maintain the highest standards of support.
• Excellent problem-solving skills with the ability to troubleshoot and resolve complex technical issues.
• Strong communication skills, both verbal and written, with the ability to interact with clients in a professional and courteous manner.
• A willingness to work flexible hours, including weekends and evenings, to provide support to clients as needed.
• Certifications such as MCSE, CCNA, or ITIL are highly desirable.

• Provide advanced technical support and troubleshooting for complex issues related to Windows and Linux operating systems.
• Maintain and optimize cloud solutions, including Office 365, Redstor, and Barracuda infrastructure for both clients and in-house systems.
• Oversee and document network schematics, ensuring that all network-related documentation is up-to-date and accurate.
• Collaborate with clients to facilitate and implement infrastructure and cloud projects, ensuring successful execution and satisfaction.
• Act as the second-in-command to the Department Head, contributing to the growth and development of the department.
• Conduct research on new technologies and solutions that meet client needs and requirements, staying current with industry trends and advancements.
• Ensure that redundant systems are tested regularly and remain functional, maintaining a trusted and reliable infrastructure.
• Engage with clients directly, providing professional and courteous communication, both verbally and in writing.
• Work flexibly, including evenings and weekends as necessary, to meet client support needs.