3rd Line Technician / Solutions Architect

The Role:

Good Work Partners is pleased to announce that they are working with a fast-growing MSP IT company who are looking for a 3^rd Line Technician / Solutions Architect to join their growing team. This company is fast growing, agile and staff focused who are constantly evolving, therefore looking for a dynamic and adaptable individual to join their ranks.

Technical Support and Troubleshooting:

• Serve as the final escalation stage for the 1^st and 2^nd Line support team, resolving complex technical tickets
• Diagnose and resolve advanced hardware and software issues; including network problems, server issues, and application errors

System Administration:

• Perform high-level system administration tasks on servers, networks, and cloud environments
• Ensure proper configuration, maintenance, and monitoring of IT infrastructure

Incident and Problem Management:

• Analyse recurring incidents to identify underlying problems
• Implement solutions to prevent future occurrences and improve overall system reliability
• Provide training/development recommendations to the management team
• Support the service desk team, as requested

Project Implementation and Support:

• Assist in the planning, design, and implementation of IT projects for new and existing customers
• Provide expertise in the deployment of new systems, upgrades, and migrations

Technical Documentation:

• Create and maintain comprehensive documentation for systems, procedures, and project plans
• Document configurations, troubleshooting steps, and resolutions

Cyber / Security:

• Ensure IT systems and networks are secure from threats and vulnerabilities
• Implement and manage security measures, such as firewalls, anti-virus software, and intrusion detection systems
• Conduct regular security audits and vulnerability assessments
• Work within the parameters of ISO 27001, taking guidance from the compliance team as needed

System Monitoring:

• Monitor system performance and identify areas for improvement
• Implement performance tuning and optimization techniques to ensure optimal system operation

Capacity Planning:

• Analyse system capacity and plan for future growth and scalability
• Ensure resources are allocated effectively to meet current and future demands.

Communication and Interaction:

• Provide high-level support to customers, ensuring excellent service delivery in line with the clients values.
• Communicate effectively with customers, ensuring technical solutions are explained to customers in simple terms that address their concerns and requirements.
• Work closely with other internal teams, including 1^st/2^nd line and the projects team.
• Act as a role model for junior team members.

Experience:

• Five years+ experience as an IT Engineer working for a MSP
• Proficiency in advanced troubleshooting of hardware, software and network issues.
• Strong knowledge of operating systems (Windows and macOS).
• Experience with virtualisation technologies (VMware, Hyper-V).
• Expertise in cloud services (Azure).
• Deep understanding of networking protocols and services (TCP/IP, DNS, DHCP)
• Experience in supporting sales team members with sound technical solutions
• The ability to translate customer requirements into technical solutions
• Excellent presentation and demonstration skills

Required Certifications:

• BSc in Computer Science, Information Technology, or equivalent
• Relevant certifications (e.g., Microsoft Certified: Azure Solutions Architect, Cisco Certified Network Professional (CCNP), CompTIA Advanced Security Practitioner (CASP+)

Core Competencies:

• Exceptional communication and rapport building skills
• A team player who works well with others, while also being able to work independently
• Awareness of the clients key products/service offering
• Self-motivated and organised, with the ability to work in a fast-paced environment and deal with change/pressure as it arises

A valid drivers’ license is required for this role.

The Offer:

• 21 days holiday rising for every year served to a maximum of 26
• Pension scheme
• Healthcare & Wellness plan, on passing probation
• Employee Assistance programme, on passing probation
• Employee Discount Scheme, on passing probation
• Private Medical Care, available after two years’ service
• Life Assurance, available after two years’ service