3rd Line IT Support, Jobs, 5185
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3rd Line IT Support - Edinburgh

3rd Line IT Support - Edinburgh

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Date Job Posted Monday 20 Sep 2021
Reference 5185
Category 2nd/3rd Line Support
Employment Type Permanent

Be-IT are delighted to be partnering with a new client on the lookout for a Tier 3 Support Engineer.

This is an exciting opportunity to become a senior engineer for our client who specialize in online visibility tools for local businesses.

The ideal candidate with have experience working for a managed service provider.

If you are keen to work in a dynamic and fast paced IT environment, look no further.

Responsibilities include but are not limited to:

  • General IT support, dealing with hardware and software, networking, connectivity and telephony enquiries as part of a small team of staff, to deliver and communicate a professional high-quality service level to end users within agreed SLA’s
  • Routine server maintenance and monitoring
  • Liaise with 3rd Party suppliers and escalate support tickets through the relevant teams while keeping the customer informed.
  • Management of own ticket and change requests in ConnectWise ensuring all notes and details are up to date and accurate.
  • Adhering to formal processes
  • Management of time in line with SLA, agreements, and billable hours.
  • Liaise with 3rd Party suppliers as well as Tier 3 and escalate support tickets and Change requests through the relevant teams whilst keeping the customer informed.
  • Completing tickets and Change requests from initial contact through to completion for all customers, ensuring all agreed processes are adhered to
  • Ensure that the billing handovers are completed in an accurate and timely manner
  • Ensure that all requests for support assigned to you are being dealt with according to agreed procedures.


Required Skills:

  • Previous Support experience within the IT/Telecoms industry an advantage.
  • Knowledge of hardware install and removal, fault and troubleshooting
  • Understanding of remote support methodology
  • Understanding of hosted Cloud Solutions
  • Implementing and supporting Microsoft 365 Services (Exchange, Teams, SharePoint and OneDrive
  • Azure AD
  • Intune experience
  • Windows Server Support (2012, 2016 and 2019)
  • Windows 10 Desktop Support
  • Active Directory administration
  • Backup & Disaster Recovery
  • WAN Topologies and Connectivity
  • Monitoring and Alert remediation
  • Experience supporting a busy helpdesk dealing with escalated issues.
  • Cyber Security Skilled


This role will be a hybrid working model with around 3 days in the office when is safe to do so. 

Please get in Touch with Zoe at Be-IT to find out more – zoe.calder@be-it.co.uk - 0141 378 6672

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