Job Opportunity – 3rd line Technical Support & Technical Solutions Architect

Business IT & New Recruits

Job Opportunity – 3rd line Technical Support & Technical Solutions Architect

Role

The role is for a full time (9:00 – 5:30, Monday to Friday) 3rd line Technical Support and Technical Solutions Architect.  We are a rapidly growing IT Support company based in Borehamwood that services and supports business from 5 – 250 users.

The role will require you to work both at our offices remotely connected to clients and also on site. It is therefore imperative that you are smart, polite and have impeccably strong customer facing skills.

You will be working very closely alongside the Technical Manager assisting, shadowing and taking ownership of project work assigned to you, carving up and architecting technical solutions together with building associated quotations relevant to client infrastructure and growth requirements. You will also be dealing with the project tasks to deliver the technical solutions handed down by the Technical Manager, as well as dealing with select helpdesk queries escalated into your queue by the Service Delivery Manager and Technical Manager.

You will have experience of both reactive and proactive level support and have extremely strong problem solving and troubleshooting skills.

The ideal candidate will be calm and methodical in their approach to projects, testing, client communication and problem solving and will use their methodical troubleshooting experience and their knowledge of the relevant technology to rectify issues that may arise.

They will be a self-starter that prides themselves on a strong understanding of specific technologies and wants to use this knowledge and experience to grow to third line and project lead.

Basic Responsibilities

  • Taking ownership of projects assigned to you from the technical manager and seeing through to completion in a timely and methodical fashion
  • Must be pro-actively able to find solutions and follow processes before requesting/needing assistance
  • Willingness to self-learn proactively and independently new technologies as needed with guidance from technical manager
  • Perform regular maintenance and resolutions as part of general housekeeping, reporting back to your line manager
  • Perform regular and requested preventative maintenance and to flag up and notify your line manager of recurring issues.
  • Visit client sites to provide break/fix or planned maintenance or project work at a desktop and server level as well as network (WAN, LAN, WLAN, VLAN) configuration.
  • Create, manage and update IT documentation for customer sites as per internal company processes.
  • Setting up and configuring of wired and wireless networks
  • Setup, configuration and preparation of new clients (Domains and Workgroup)
  • Occasionally scheduled out of hours work will be required
  • Out of hours “on-call” escalation point for staff and clients as part of the role
  • On site work will take up between 30% – 50% of the week.
  • Senior technician – One of the ‘go to guys’
  • Escalation point for helpdesk 3rd line issues (Server, virtualisation, Exchange, Terminal Server backup and replication as well as advanced network and general issues)
  • Dealing with highest level technical issues and technical project tasks in a timely, calm and structured manner
  • Training of other staff and genuine knowledge sharing when required and advised by Technical Manager
  • Recording and reporting all incidents into the ticketing system
  • Dealing with escalation issues in a timely manner and in accordance with the SLA
  • A Safe pair of hands
  • Technical System architect/technical presales  – Aiding the owners and Technical Manager to design and present solutions to clients large and small
  • This will range from cloud solutions, through local small business server solutions to fully virtualised environments (VMware)
  • Technical architect of solutions both small and large based on the requirements taken from Directors and Technical Manager
  • Working direct with clients to make recommendations based on their specific requirements and company policy
  • Ability to take ‘human’ and real world requirements and turn these into technical specifications
  • Considerable experience with Microsoft Small Business Server 2003 to SBS 2011
  • Advanced experience of Microsoft Server 2003 to 2012. Ideally you will be Microsoft MCSE and MCSA qualified.
  • Advanced experience in server deployments, server roles including Active Directory/DC, remote desktop services, group policy  etc
  • Strong experience of deploying, configuring and troubleshooting MS Exchange Server 2003 upwards and POP3 Mail
  • Advanced experience with Virtual Machines and Hypervisors (VMware and Hyper-V). Ideally you will be VMware VCP qualified.
  • Demonstratable and strong experience with Server Migrations and upgrades
  • Comfortable and proven experience of working on site in front of clients.
  • Strong Networking Experience of TCP/IP networks, routers, switches, firewalls, wired and wireless networks, routing, port redirection
  • Strong experience of vLans
  • Strong experience of server and virtual based backups and replication
  • Experience of Server based antivirus software

3rd Line Technical Responsibilities

  • Senior technician – One of the ‘go to guys’
  • Escalation point for helpdesk 3rd line issues (Server, virtualisation, Exchange, Terminal Server backup and replication as well as advanced network and general issues)
  • Dealing with highest level technical issues and technical project tasks in a timely, calm and structured manner
  • Training of other staff and genuine knowledge sharing when required and advised by Technical Manager
  • Recording and reporting all incidents into the ticketing system
  • Dealing with escalation issues in a timely manner and in accordance with the SLA
  • A Safe pair of hands

Technical Architect Responsibilities

  • Technical System architect/technical presales  – Aiding the owners and Technical Manager to design and present solutions to clients large and small
  • This will range from cloud solutions, through local small business server solutions to fully virtualised environments (VMware)
  • Technical architect of solutions both small and large based on the requirements taken from Directors and Technical Manager
  • Working direct with clients to make recommendations based on their specific requirements and company policy
  • Ability to take ‘human’ and real world requirements and turn these into technical specifications

Experience

  • Considerable experience with Microsoft Small Business Server 2003 to SBS 2011
  • Advanced experience of Microsoft Server 2003 to 2012. Ideally you will be Microsoft MCSE and MCSA qualified.
  • Advanced experience in server deployments, server roles including Active Directory/DC, remote desktop services, group policy  etc
  • Strong experience of deploying, configuring and troubleshooting MS Exchange Server 2003 upwards and POP3 Mail
  • Advanced experience with Virtual Machines and Hypervisors (VMware and Hyper-V). Ideally you will be VMware VCP qualified.
  • Demonstratable and strong experience with Server Migrations and upgrades
  • Comfortable and proven experience of working on site in front of clients.
  • Strong Networking Experience of TCP/IP networks, routers, switches, firewalls, wired and wireless networks, routing, port redirection
  • Strong experience of vLans
  • Strong experience of server and virtual based backups and replication
  • Experience of Server based antivirus software

You will have been working for a number of years at 2nd to 3rd line levels already and will be proficient with dealing with user issues both remotely and on site. You will enjoy dealing with clients and have a desire to fix their problems as quickly as possible for them.

You will have strong exposure to Microsoft Small Business Server (all versions) and working with businesses of between 5 – 100+ seats.

You will have had exposure to Microsoft Server Technologies and networking protocols.

This role is not for candidates that wish to move into a people management role but who wish to further their technical career and knowhow through training and experience.  We will support this decision through internal and external training as well as shadowing and mentoring.

Whilst a degree and/or professional qualifications are preferable we are strong believers that experience carries just as much weight.

Pay & Travel

The ideal candidate will be based in or around Northwest London or Hertfordshire.

You must have a full driver’s license and car as travel on site will be required by car or train (we pay travel expenses).

There are parking spaces on site and the office is reachable by Borehamwood & Elstree Railway Station or by Bus.

Salary: c.£45,000pa but an agreeable rate will be based on experience.

About the business

We are a rapidly expanding IT business based in Borehamwood, Hertfordshire. We support small to medium sized businesses in greater and central London ranging from 5 users to 250 users. We offer the full spectrum of support from desktop and application support through to server and hosted server support. We help clients with large and small Server and Cloud migrations as well as other IT Projects/Consultancy work.

Please email [email protected] if you’re interested and have the necessary experience.