Third line engineer
This role focuses on working as a senior engineer within the support desk; this will involve day to day support requests, assisting team members with more complex tickets to speed up resolution, organising support tickets. The role will also involve responsibility to manage projects to ensure deadlines are being met and aren’t exceeding budget.
About Netflo
Netflo is an independent IT Managed Service Provider operating for over 10 years, offering fully managed IT services to customers across the UK. We take pride in delivering the highest level of service to clients.
Responsibilities
- Provide technical support to end users. Log all incidents and requests.
- Support the team with more complex problems which require escalation
- Troubleshoot and resolve issues with Microsoft operating systems
- Support new starter and leaver process with software and hardware requirements
- Troubleshoot and resolve, escalate issues reported to vendors where necessary
- Manage your time effectively
- Manage your ticket queue and assist team members with their tickets
- Project management and consultancy
- Provide our customers with regular updates on outstanding issues
- Ensure the ticket are always up to date, with detailed information
- Make effective use of RMM and Ticketing to support quality and efficiency
Technical experience (mandatory)
- Minimum 5 years’ experience working mostly in an MSP environment
- Experience of administering and troubleshooting:some text
- Microsoft Server technology (Hyper-V, RDS, MS SQL Management)
- Microsoft Windows 10 and 11
- Microsoft 365
- Active Directory
- Microsoft Azure
- Azure Active Directory
- DNS, DHCP and networking
- Sonicwall Firewalls
- Experience with hardware troubleshooting including mobiles, laptops / desktops & peripherals
- Consultancy experience to recommend suitable solutions
- Excellent at multitasking
- Experience of working in a structured environment, with SLAs
- Experience of working with high call volumes
- Experience of working with and leading projects with a team
- An excellent communicator with strong interpersonal skills
- Passionate about delivering the highest standards of customer service
- Clear and fluent English both written and spoken
- Process orientated
Why work with Netflo:
- Fast growing business owned and run by engineers
- Annual performance bonus
- Working with the latest technologies
- Personal development
- Holidays - 20 days when you start, plus bank holidays
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