Information Technology Support Engineer

3rd Line Engineer - Bolton - £40,000 (pro rota) – Fixed-Term Contract

This leading provider of specialist education is on the lookout for a 3rd Line Engineer to join the team. You will be responsible for delivering third-line support to drive the company’s growth. This role will involve troubleshooting and resolving a variety of technical issues across multiple business areas, escalating problems when needed, and collaborating with other IT teams on complex investigations.

This role is being offered as a hybrid working scheme, but you must be able to reliably commute to Bolton.

A driving licence is a must for this role.

Key responsibilities:

• Manage and resolve incidents, major incidents, problems, and service requests, ensuring timely updates and escalations as needed.
• Act as the first point of escalation for 1st and 2nd line support engineers.
• Conduct root cause analysis, implement corrective and preventive actions, and collaborate with the Infrastructure and Software teams to resolve technical issues and improve systems.
• Oversee and support the configuration and management of user accounts, permissions and devices.
• Administer and manage applications, package and deploy them using InTune or Microsoft System Centre, and ensure smooth operation of cloud telephone systems and networking equipment.
• Continuously improve processes by identifying inefficiencies, recommending changes, and contributing to Service Improvement Plans alongside the IT Service Desk Manager.
• Support remote sites through diagnostics, manage server environments, and address Cyber and Infrastructure P1 incidents, ensuring optimal service delivery across all platforms.

Key Skills:

• Previous experience in 2nd/3rd line support, with a strong understanding of desktop, server platforms, and IT infrastructure.
• Proven experience working within an ITIL framework.
• Strong diagnostic skills for hardware, software, and operating system issues.
• Experience in knowledge sharing, creating knowledge base articles, and a broad technical knowledge of current software and PCs/peripherals.
• Familiar with technologies such as VMware, Hyper-V, Microsoft 365, Azure AD, SharePoint, Veeam, Cisco Meraki, Unifi, Sophos, Jamf, and InTune.
• Holds or is working towards a professional IT qualification or related degree is desirable.

Benefits:

• Life Assurance
• Pension scheme with options to increase your contributions
• Mental health support services and physical health checks
• Family Growth Support
• Discount scheme
• Electric Car Purchase Scheme
• Critical illness cover

If you are interested, please apply now!