3rd Line IT support Engineer

For nearly 30 years, our Charterhouse teams have been pushing tech boundaries and exceeding expectations. For the clients we look after, this means delivering integrated technology solutions that drive their business success. Our reputation as a multi-award-winning solutions integrator of cloud, connectivity, networking, mobile and security solutions speaks for itself. Just as our solutions give our customers the freedom and assurance they need, we’ve made sure growth is a given – professionally and personally – so our colleagues can thrive.

We have an exciting opportunity for an experienced 3rd line IT Support Engineer to join our team. The role will require you to take responsibility of a variety of IT tasks, these include building, maintaining, and monitoring workstations, servers, network equipment and cloud solutions along with providing 3rd line support within a 3-tier support team. A minimum of 2 years’ experience within an IT role with strong infrastructure skills is required. Any previous experience within a managed service provider role (MSP) would be beneficial but a passion for IT and a drive to develop your skills is what we look for. The role will also require excellent interpersonal skills as the role will involve regularly liaising with our clients.

The role will range from supporting end users over the phone to leading meetings with seniors. Whilst most of the tasks are performed remotely there are times when site visits take place, a clean driving license is required for the successful applicant. The role offers a very open and flexible work scope which gives the right candidate an excellent opportunity to expand their knowledge and work on new and exciting systems. This is very much a “make it your own” role where the work is limited by your own abilities and drive. We have a very open culture where collaboration, inclusion, and close working within the team is encouraged. The successful candidate will take ownership of issues and use initiative whilst working calmly under pressure.

Our focus has always been on connection and collaboration, which is why we offer hybrid working with the choice to work in our Liverpool office and at home.

• Ensure KPIs are met, service level agreements and operational level agreements are achieved.
• Resolving incidents, requests, problems and identifying trends with support from the service teams.
• Managing the lifecycle of tickets.
• Continuously review our current services and either improve or suggest alternative solutions.
• Produce and maintain technical processes, training documentation, and knowledge base articles for our systems.
• Embrace the company vision and values.

Essential

• Microsoft 365 – Exchange Online / Azure Active Directory / Endpoint Manager / Azure IaaS.
• Windows Server 2012 R2 / 2016 / 2019 & 2022.
• Active Directory Domain Services / Group Policy Management.
• DHCP / DNS.
• Virtualisation Technologies: Microsoft Hyper-V / VMWare ESXi 6.5+.
• Routing, Switching, Wireless & Firewall experience.
• Preferred Vendors: Aruba/HPE, Ruckus & Sophos.
• Backup Technologies
• StorageCraft / Veeam / Azure Backup & Site Recovery Services.
• Highly technical with hands-on experience with troubleshooting issues and resolving problems at both server and End User Compute platforms.
• Reviewing support tickets and managing through to resolution (ITIL Framework).
• Maintaining a high level of security, performance controls, and compliance.

Desirable

• IT certifications are highly desirable, for example, Microsoft 365 Certified Associate, MCSA, MCSE etc.
• ITSM experience

We’re bold and brave when it comes to transforming business operations. Together, we achieve more for our customers, each other and ourselves. From the momentum we’re building to the steps we’re anticipating, this is your chance to be part of it all.

Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, savings discount, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.

Charterhouse is where careers happen. We offer a supportive, innovative, stimulating and fast-paced environment where development, reward and recognition are available to everyone, and anything is possible. As you transform our client’s approach to technology, we’ll help you transform your career through progression, reward, development and recognition.