2/3rd Line Field Engineer

Summary

We are seeking a proactive and highly skilled 2nd Line / 3rd Line IT Support Engineer to join our dynamic IT team. This role involves providing technical support and troubleshooting, both remotely and on-site in our Stratford Upon-Avon office working within Point of Delivery Teams (PODs). The successful candidate will have experience in virtualization platforms, backup solutions, network configuration, and desktop support. As part of the role, you will progress from 2nd line to 3rd line support with on-the-job experience and further training.

Key Responsibilities:

Technical Support (2nd & 3rd Line):

Provide 2nd and 3rd line technical support for hardware, software, network, and infrastructure issues.

Resolve customer issues via phone, email, and on-site visits when necessary.

Escalate complex issues to 3rd line when required, ensuring timely resolution and documentation.

On-Site Support:

Travel to customer sites to troubleshoot and resolve IT issues and to assist with the implementation of IT projects.

Perform site surveys, installations, and maintenance of IT equipment.

Virtualisation (ESXi/VMware & Hyper-V):

Install, configure, and manage virtual servers using VMware ESXi and Hyper-V.

Monitor and maintain virtualised environments for optimal performance.

Backup Management:

Manage and support backup solutions, including Veeam Backup and Datto Backup.

Ensure successful backups, perform restores, and troubleshoot backup failures.

Firewall and Router Configuration:

Support and configure firewalls, including security policies and VPNs.

Set up and manage routers, ensuring optimal network performance.

Connectivity:

Diagnose and resolve connectivity issues, including wired and wireless network connections.

Troubleshoot and fix problems related to network switches, access points, and routers.

Monitor and maintain network performance to ensure reliable and stable connectivity.

Patch Management:

Perform regular updates and patching of operating systems, applications, and firmware across devices and servers.

Network Cabling:

Install, maintain, and troubleshoot network cabling for customer sites as required.

Desktop Support:

Provide desktop and user support, including troubleshooting hardware, software, and connectivity issues.

POD Team Work:

Collaborate effectively within the Point of Delivery Teams (PODs) to ensure seamless support and successful project delivery.

Documentation and Reporting:

Document all support incidents and solutions, ensuring accurate records.

Report regularly on the status of customer support tickets and projects.

Professional Development:

Participate in ongoing training and development to advance from 2nd line to 3rd line support.

Stay up to date with industry trends, emerging technologies, and best practices.

Actively seek opportunities for on-the-job learning and mentorship within the team