network administrator Work, Jobs in watton, ery (with Salaries)

Senior Technical Support Engineer (Level 3)
Stonemere IT —Kingston upon Hull
- £34,000 - £40,000 a year
- Full-time
- Hybrid work
- Customer service
- Windows
- Computer networking
- Free parking
- Health & wellbeing programme
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Senior Technical Support Engineer (Level 3)

Stonemere IT
Kingston upon Hull

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Job details

Permanent | Full-time
£34,000 - £40,000 a year

Benefits

Free parking
Health & wellbeing programme
Annual leave
Company pension
Work from home
Company events
Private medical insurance
Employee discount
Enhanced maternity leave
Bereavement leave
Enhanced paternity leave
Referral programme
Sick pay
On-site parking

Qualifications

Microsoft Windows Server
Sage
TCP
ITIL Certification
Driving Licence
Operating systems
Customer service
CCNA
iOS
Disaster recovery
Windows
Sonicwall
VoIP
Virtualisation
Remote access software
IT support
Computer networking
Mac OS
IT
VMWare
Linux
TCP/IP
Root cause analysis
Communication skills
Active Directory
Network Security

Full job description

We're recruiting for a senior role within our Service Desk Team. Working with our other Level 3 engineers, you’d be responsible for resolving complex technical issues, handling escalations from within the team, assisting with the implementation of infrastructure changes, and providing expertise across all areas of the business. As such, candidates are required to have excellent technical and troubleshooting skills that draw from extensive knowledge of operating systems, networking, servers, client devices, cloud systems and backup/data storage solutions.

KEY RESPONSIBILITIES

3rd Line Support: Perform advanced troubleshooting and provide resolutions for complex IT issues.
Escalation Management: Act as the highest point of escalation in the Service Desk team to support our Level 1 and Level 2 engineers.
Incident Management: Manage and resolve high-priority incidents, ensuring minimal downtime and disruption.
Problem Management: Identify recurring issues, perform root cause analysis, and implement permanent solutions.
System Administration: Maintain and administer critical IT systems, including servers, networks, storage solutions and applications.
Third-Party Collaboration: Work with external IT teams and vendors to resolve issues, implement changes and improve service delivery.
Customer Service: Deliver excellent customer service, ensuring all interactions are professional and effective, and the customer kept updated and informed.
Documentation: Create and maintain detailed technical documentation for IT processes and procedures.
Project Involvement: Participate in IT projects, providing technical expertise for system upgrades, deployments, migrations and client onboardings.
Quotations: Help to generate appropriate quotations for the supply of hardware and software, utilising your knowledge to accurately tailor options to meet customer requirements.
Mentoring and Training: Provide guidance and training to other engineers, sharing knowledge and best practices through structured training sessions and daily interactions.
Shift Working: Work as part of a weekly shift rotation, alternating between an ‘early shift’ (07:00-16:00) and a ‘late shift’ (10:00-19:00), including a 1-hour lunch break, with the option for remote working.
On-Call Cover: Provide escalation assistance to engineers covering our 24/7 emergency support service, as part of a weekly on-call rota (currently 1 in every 5 weeks).

KEY REQUIREMENTS

Experience: A minimum of 5 years’ experience in an IT support role, ideally with at least one at a Level 3 position.
Technical Skills:
Expert knowledge of Windows operating systems and Microsoft 365 platforms/applications.
Highly experienced with Windows server environments (Roles, Active Directory, Group Policy etc).
Detailed understanding of common IT hardware and devices, including internal components.
Solid understanding of TCP/IP networks and related hardware.
Solid understanding of VOIP telephony systems.
Solid understanding of file storage, backup and disaster recovery principles and solutions.
Highly experienced with virtualisation platforms (Hyper-V, VMware, Proxmox etc).
Experience with other operating systems for both desktop and mobile (Linux, MacOS, iOS, Android etc.)
Familiarity with common business applications (Sage, Remote Desktop Services, meeting solutions, printing solutions etc.)
Keen awareness of key Cyber-Security principles.
Very strong technical troubleshooting and problem-solving abilities.
Customer Service Skills:
Customer-focused approach to working – putting the customer first and seeing things from their perspective.
Professional and friendly demeanour and telephone manner.
Excellent written communication skills.
Able to communicate effectively and explain technical topics in ways that make sense to each customer.
Organised: Ability to work in a fast-paced environment and manage multiple tasks.
Analytical Thinker: Ability to analyse issues and develop solutions.
Team Player: Supportive of colleagues with a willingness to collaborate and help the team.
Proactive: Self-motivated with a strong work ethic and a proactive approach to working.
Keen Interest: A desire to learn more and keep up to date with the latest in technology.
A valid UK driving license and own vehicle: Necessary for attending customer sites where required.

DESIRABLE EXPERIENCE AND CERTIFICATIONS

Previous experience of working in a Managed Service Provider (MSP).
Previous experience of working with within SonicWall and Ubiquiti based networks.
Microsoft Certified to Associate or Expert level.
SonicWALL Network Security Administrator (SNSA).
Cisco Certified Network Associate (CCNA) or equivalent.
ITIL Foundation or other relevant service management qualifications.
Level 4 qualification in IT related subject.

KEY BENEFITS OF WORKING AT STONEMERE

Competitive Salary: Up to £40,000 per annum depending on experience.
Holiday Allowance: 25 days annual leave plus bank holidays, plus an extra day for every 2 years of service (uncapped).
Optional Private Healthcare: Access to the company private healthcare plan.
Annual Bonus: Linked to business performance.
Company Gatherings & Team Events: Regular events to foster team spirit and collaboration.
Company Laptop & Optional Mobile Phone: Provided for work purposes.
Free Office Parking: Convenient parking at the office.
Remote Working Flexibility: Flexibility to work from home.
Sick Pay: 5 paid days in a rolling 12-month period, then Statutory Pay / unpaid where necessary.
Regular Progress and Benefit Reviews: Up to two reviews per year with management to discuss your progress and development, and any changes to benefits package.
Time off in Lieu (TOIL) system: Time worked outside of your normal shift hours can be claimed as TOIL to take as leave.
Access to Online Training Platform: Study a variety of different topics to upskill yourself and develop your knowledge.
Time Off for Private Appointments: You can take up to two one-hour private appointments FOC within any 12-month rolling period.
Enhanced Paternity and Maternity Leave: To support first time parents, we offer enhanced leave to help with the most special of times.
New Business Referral Program: If you refer a business that signs up for our support, you will receive a bonus of the profit in their first month's fee.
New Staff Referral Program: If a person you’ve recommended joins the business and passes their probation, you will receive a bonus on your next salary payment.
Access to Discount Voucher System: Log into to our online HR system to gain access to discounts for many every-day purchases.

Job Types: Full-time, Permanent

Pay: £34,000.00-£40,000.00 per year

Benefits:

Bereavement leave
Company events
Company pension
Enhanced maternity leave
Enhanced paternity leave
Free parking
Health & wellbeing programme
On-site parking
Private medical insurance
Referral programme
Sick pay

Ability to commute/relocate:

Kingston upon Hull HU7 0YF: reliably commute or plan to relocate before starting work (required)

Application question(s):

Do you have a valid driver's license?

Work authorisation:

United Kingdom (required)

Work Location: Hybrid remote in Kingston upon Hull HU7 0YF

Quick apply

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