Job Overview
Genesis are looking for an experienced and highly capable 2nd/3rd Line IT Support Engineer to join our Technical Services team. This role is ideal for someone who thrives on solving complex issues, enjoys working with a wide range of technologies, and can take ownership of high‑priority incidents and projects. You’ll act as an escalation point for 1st/2nd line engineers while contributing to the stability, security, and continuous improvement of our Customer’s IT environment. The role will be office based in Hull, with some travel to Customer sites as required.
Duties
- Deliver advanced technical support for escalated issues related to computer networking, operating systems, hardware, and software across diverse platforms including Windows and macOS.
- Troubleshoot and resolve complex problems involving Microsoft Windows Server environments, Active Directory management, DNS configuration, TCP/IP networking, VPN connectivity, Firewalls, and LAN/WAN infrastructure.
- Manage and support enterprise tools such as Datto RMM, Kaseya BMS, Kaseya IT Glue, and other systems to track incidents and ensure timely resolution.
- Perform software troubleshooting for applications like Microsoft Office suite, Watchguard Antivirus, Email Security, and other business-critical tools; assist with deployment and updates as needed.
- Maintain and optimize network security by configuring firewalls, VPNs, DNS settings, and analyzing network traffic to identify potential vulnerabilities or issues.
- Provide desktop support for end-users by diagnosing hardware failures, replacing components, configuring peripherals, and supporting operating system installations on Windows and macOS devices.
Qualifications
- Proven experience in 2nd/3rd line IT support roles with a strong background in technical troubleshooting across multiple platforms.
- Extensive knowledge of computer networking concepts including TCP/IP protocols, LAN/WAN architecture, DNS management, VPN setup, Firewall configuration, and TCP troubleshooting.
- Hands-on experience with Windows Server environments (Active Directory management, HyperV, DNS/DHCP) and macOS support.
- Strong understanding of hardware components including computers, servers, switches, routers, firewalls, wifi, and peripherals.
- Proficiency in using ticketing systems like Autotask/BMS, NinjaOne or Zendesk for incident tracking and resolution documentation.
- Excellent communication skills with the ability to convey technical information clearly to non-technical users.
- Certifications such as CompTIA Network+, Microsoft Certified: Windows Server Fundamentals or equivalent are highly desirable.
- Analytical mindset with strong problem-solving skills to diagnose issues efficiently and implement effective solutions promptly.
Join us to be part of a vibrant team where your expertise drives technological excellence! We are committed to fostering an inclusive environment that values innovation and continuous learning—empowering you to grow your career while making a real difference in our organisation’s success.
Pay: Up to £39,995.00 per year
Benefits:
- Casual dress
- Free parking
- On-site parking
Ability to commute/relocate:
- Kingston upon Hull HU3 4DD: reliably commute or plan to relocate before starting work (required)
Experience:
- proven IT support: 3 years (required)
Work Location: In person
