Senior 3rd Line Service Desk Engineer - England, United Kingdom - Nasstar

Description

As one of the UK's fastest growing MSPs, we're on the lookout for a 3rd Line Service Desk Engineer

Location:
Remote working with office travel when required (Can travel / be based at any Nasstar Office – Telford / Wakefield / Poole)


Job Type:
Permanent


Hours:
Monday – Friday (Standard Hours)

Our integrated suite of managed services delivers everything from cloud optimisation and application modernisation to networking and self-serve tools.

With a consultative approach at our core, we modernise and manage technology to help our clients succeed in today's business landscape.

With an impressive portfolio of customers, supporting the modern business is what we do, and we're pretty good at it..

if we do say so ourselves We are lucky enough to be supported by a talented bunch - from technical specialists to marketing consultants, and strategic sales heads.

More information about the Nasstar Group and our businesses can be found on their respective websites. Be sure to check out our customer success stories where you can learn more about the industry-leading clients we work with

An opportunity to join a growing support team and resolve issues for customers from all over the world, by delivering exceptional customer service for Nasstar's Managed Service customers.

The aim of individuals in this role is to fix the more complex issues being raised to the Service Desk and to disseminate that knowledge to your peers.

You will be required to progress all support incidents in line with the customers SLA ensuring that any updates are entered into the tickets including investigative steps and clear updates that can be relayed to the customer in a clear and concise manner.

To achieve this target, you will need to be agile in managing your tickets constantly re-evaluating priorities.

Be the technical escalation point for Level 1 and Level 2 engineers within the Service Desk
To carry out root cause analysis on problems identified

Keeping the customer/Level 1 team informed and updated with the progression of their issue.

Ensuring vendors are provided with access and knowledge required to service our customers
Managed and maintain group policies for customers
Microsoft Associate Certifications
CompTIA Linux+
Network certification such as (CCNA, JNCIA or NSE 4)

Working for a Managed Service Provider (MSP)
Previous IT experience
Experience with the use of an ITSM toolset (ideally ServiceNow)
Experience working within 3rd Line Service Desk team.

IP network design including routing, switching, VLANS, Firewalls, VPNs, DNS, DHCP, FTTP, Wireless WAN.

Good knowledge in one of the popular Firewall brands - Fortinet, Sonicwall, Cisco, Draytek etc and a working use of Cisco IOS and networking equipment.

Exposure to HP platforms and server hardware with working knowledge of RAID arrays and SANs.
Microsoft 365 configuration, Azure AD Sync, Microsoft Cloud Services
Experience with Windows Server 2016/19/22, Exchange 2019, Remote Desktop Services, Hyper-V, Active Directory.
At least five years of Microsoft server level IT experience.
Demonstrable troubleshooting skills that range from overall network diagnostics to Azure Active Directory synchronisation, mail flow issues etc.
Linux server management and maintenance.
In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:
25 days' holiday (excluding bank holidays)
Flexible working – it's important to maintain a work/life balance, as such, we will consider any written request for flexible working
Virtual working – we practice what we preach and empower our people to work remotely
Top tech – Leading services and solutions aren't just for our clients; we supply best-of-breed software and hardware for all our staff too
4x annual salary life assurance
Health cash plan
Retail discounts and other perks from major brands

We recognise and understand the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible.

With so many diverse roles across the company, an excellent Apprenticeship scheme, and several training and development programmes available, the opportunities for growth are endless.

Our ultimate goal is to create an environment where diversity is not only welcomed but celebrated, where every employee feels a sense of belonging, and where our collective differences drive our collective success.

By embracing diversity, practicing inclusion, and striving for equity, we aim to be a leader in our industry and a model for organizations worldwide.

Diversity is not just a statement;