3rd Line IT Support Engineer

Main Purpose of the Role:

- Provide 3rd line support to end users and IT infrastructure. Maintaining a strong customer focus.

- Working as part of the IT team which currently consists of Head of IT, IT Systems Manager, 1st/2nd line Systems Engineers

- Provide technical support and mentoring to other members of the team

- Troubleshoot Incidents and Problems through to root cause

- To contribute to the development and implementation of support the growth of the business, whilst improving the efficiency and effectiveness of our systems.

Duties and Responsibilities:

• Configure and deploy various infrastructure components such as servers, networks, and IT peripherals (e.g., UPS, printers, scanners, mobile devices, laptops, and thin clients).

• Monitor and manage IT systems using appropriate tools, collaborating with IT suppliers/consultants as needed to optimize performance and ensure uptime.

• Serve as a primary point of contact for Internal IT, resolving issues and coordinating with third parties when necessary.

• Support the Helpdesk Team by providing telephone support escalation and offering 1st to 3rd line support, serving as the main escalation/coverage point

• Identify opportunities for enhancing IT services and contribute to their implementation.

• Lead assigned projects, ensuring timely delivery within budget and meeting quality standards.

• Maintain a vigilant approach to Cyber Security, actively securing infrastructure and systems.

• Mentor and train fellow members of the Internal IT Team.

• Participate in a rotating schedule from 8am to 6pm, Monday to Friday, with occasional travel.

• Collaborate closely with external IT specialists, consultants, and providers.

• Utilize all relevant IT facilities provided by the Company effectively and adhere to IT Department guidelines

General:

• Maintain awareness of and adhere to all Health and Safety Requirements relevant to your tasks, promptly reporting any issues encountered.

Business Development:

- Participate in updating the Procedures Manual to ensure its currency.

- Provide recommendations for enhancing the firm’s systems and procedures.

- Contribute to corporate growth and prosperity, supporting fellow employees and assisting in their training as needed.

- Aid in creating, implementing and refining internal systems to meet regulatory requirements and enhance organisation efficiency.

Client Service:

- Uphold the firm’s high standards of client care.

- Maintain the confidentiality of client work in accordance with Data Protection Act principles.

Compliance:

- Adhere to the FCA’s Treating Customers Fairly requirements and other stipulations outlined in the company manual and procedures.

- Operate within the parameters of the Data Protection Policy

Employee:

- Collaborate with and support colleagues across various departments.

- Foster a positive work environment where individuals feel valued and understand how their contributions are assessed.

Skills and Knowledge Requirements:

- Strong team player with adaptability to different work environments.

- Proficiency in VMWare and Virtualisation.

- Experience in Supporting and Implementing:

- Microsoft Server

- VMWare

- Microsoft SQL

- Citirix

• Proficiency in supporting Microsoft (Office) 365, including Email, Teams, OneDrive, and SharePoint.

• Sound understanding of Multi-Factor Authentication.

• Proficient in networking essentials: Firewalls, Switches, Patching, and Wi-Fi.

• Experience in supporting backup tools like Veeam.

• Competent in Domain Services management, including Active Directory and Group Policy.

• Capable of delivering major system upgrades, adhering to change control procedures and project requirements.

• Methodical approach with the ability to remain composed under pressure.

• Willingness to pursue further study and self-motivated learning.

• Exceptional team player with strong communication skills across all levels.

• Excellent organizational skills with meticulous attention to detail in documentation: technical change controls, user guides, business processes, standards, policies, and procedures.

Training:

- Participate in relevant in-house or external training sessions as required.

- Attend seminars and presentations pertinent to the role.

- Maintain a record of personal Continuous Professional Development (CPD).

Additional Responsibilities and limits of Authority:

- Assist Heads of other departments in tasks related to business development.

- Fulfil any other duties reasonably expected within your capabilities or general area of responsibility.