Level 3 - Senior Engineer

Level 3 - Senior Engineer in Kingston upon Hull

The Level 3 Senior Engineer plays a critical role within our team, responsible for managing complex IT projects, resolving high-priority escalations, and providing technical expertise across the business. This is a senior position requiring in-depth knowledge of advanced networking, server management, cloud solutions, and cyber security. You will act as the final point of escalation for technical issues and lead on projects for new deployments, upgrades, and migrations.

We believe that people skills are just as important as technical skills, so we are not looking for technical experts who want to sit in a dark room. We need people who can communicate well with our customers and who can explain technical issues in very simple terms.

Think Cloud’s strong Cyber Security ethos should be kept in mind at all times.

Salary:

Salary:£35-40K + depending on experience

Reports To:

Project Manager

Key Responsibilities:

Escalation Management:

Serve as the highest point of escalation for advanced technical issues, supporting Level 1 and Level 2 engineers.

Troubleshoot complex hardware, software, and network issues efficiently to minimise downtime for clients.

Work closely with clients to resolve critical incidents, maintaining excellent communication throughout.deadlines.

Project Delivery:

Lead and implement IT infrastructure projects including server installations, cloud migrations, network upgrades, and cybersecurity solutions.

Manage the full project lifecycle, from planning and design to deployment, testing, and documentation.

Collaborate with clients and internal teams to deliver projects on time and within scope.

Technical Expertise:

Provide advanced support and guidance in areas including (but not limited to) Microsoft 365, Azure, VMware, Hyper-V, Windows Server, networking, firewalls, and security solutions.

Conduct system assessments, audits and recommend improvements to enhance clients' IT infrastructure.

Stay updated on industry trends, emerging technologies, and best practices to ensure the company remains competitive.

Client Relations:

Engage with key clients as a technical point of contact, providing a high level of customer service.

Offer consultancy on IT strategies, working with clients to understand their business needs and recommend tailored solutions.

Mentorship & Development:

Mentor and guide junior engineers (Level 1 and 2), helping them develop their technical skills and problem-solving abilities.

Share knowledge and best practices through internal training sessions and documentation.

Essential Skills & Experience:

Minimum 5 years of experience in an IT support or infrastructure role, with at least 2 years in a senior or Level 3 capacity.

Expert-level knowledge of:

Microsoft 365 and Azure Platforms

Microsoft Intune and Autopilot

Windows Server environments (Active Directory, Group Policy, DNS, DHCP, etc.).

Networking (firewalls, routers, switches, VLANs, VPNs).

Virtualisation technologies (Hyper-V, VMWare).

Backup and disaster recovery solutions.

Strong knowledge of cyber security principles and tools, such as firewalls, endpoint protection, and vulnerability management.

Experience leading IT projects from initiation to completion.

Excellent troubleshooting and problem-solving skills with a proactive and solutions-focused mindset.

Exceptional communication skills, both written and verbal, with the ability to explain technical issues in a clear and concise manner.

A clean UK driving licence and own vehicle

Desirable Certifications:

Microsoft Certified: Azure Solutions Architect / Azure Administrator / Microsoft 365 Expert.

Cisco Certified Network Associate (CCNA) or equivalent.

VMware Certified Professional (VCP).

ITIL Foundation or other relevant service management qualifications.

Personal Attributes:

A self-starter with the ability to work independently and take initiative.

Strong organisational skills and attention to detail.

Ability to handle high-pressure situations and meet deadlines.

A team player with a positive attitude and a willingness to share knowledge.

Knowledge, Skills, and Abilities Required:

Proven experience in a leadership role within customer success, account management, or service delivery, ideally within a managed IT services or technology environment.

Strong leadership and team management skills, with a demonstrated ability to drive performance and foster a customer-centric culture.

Deep understanding of IT solutions, including cloud services, cybersecurity, networking, and infrastructure management.

Excellent communication and interpersonal skills, with the ability to influence stakeholders and build trust with clients.

Strong problem-solving skills, with a proactive approach to identifying and resolving issues before they impact the customer.

Experience working with CRM and customer success platforms, with the ability to analyse customer data to drive decision-making.

Benefits:

Company Pension

20 Days Holiday plus Bank Holidays and your Birthday Off.

Private Health Care including Dental and Optical benefits

Company Laptop & Mobile Phone

Company Gatherings & Team Events

Only local candidates need to apply.