3rd Line Support Engineer - Sentinel Data Solutions

Careers with Sentinel

Job Title: 3rd Line Support Engineer

Location: Ringwood

Job Type: Full-time, permanent

Salary: from 36k D.O.E

Work Remotely : No

About Sentinel

Sentinel Data Solutions is a fast-growing, innovative provider of managed IT services. Primarily working with SMEs across Southern England, Sentinel provides a range of solutions including hosted desktop, hosted email, IT support, connectivity, infrastructure, and cyber security.

Sentinel is part of the CS Group. Headquartered in Ringwood, Hampshire, the CS Group has been providing print and managed IT services since its inception in 1991. In excess of 800 customers currently benefit from the portfolio of CS Group services.

Reporting to the Service Desk Manager the 3rd Line IT Support Engineer is responsible for providing solutions to complex issues raised by Sentinel’s rapidly growing community of business clients. Typically, these are issues that more junior members of the support team are unable to resolve as they require more in-depth technical expertise and problem-solving skills.

In addition, the successful candidate will be responsible for providing the very best in customer service and ensuring that all client SLAs are adhered to/exceeded.

Roles & Responsibilities

The 3rd Line Support Engineer will be responsible for:

Providing expert technical support to resolve complex IT issues for clients contacting the Sentinel support desk.
Analysing, troubleshooting, and diagnosing escalated incidents to ensure that issues are resolved in a timely fashion and customer down-time is minimised.
Collaborating closely with 1st Line and 2nd Line support teams to stream-line issue escalation processes and enhance overall service delivery.
Designing, implementing, and maintaining advanced infrastructure solutions tailored to meet client’s specific needs.
Conducting in-depth root cause analysis to identify and address recurring issues allowing the implementation of preventative measures.
Contributing to the development of standard operating processes, knowledge bases and documentation to improve overall efficiency of Sentinel’s support functions.
Serving as a technical escalation point for 1st Line and 2nd Line support engineers, offering guidance and knowledge transfer.
Taking the lead on escalated incidents which require attendance on-site.
Installing, configuring, replacing servers, switches, routers, access points as required by the customer.
Undertaking all the necessary physical builds including, where appropriate all wiring and cabling.
Installing and configuring telephony systems and associated handsets.
Investigating and resolving internet and associated connectivity issues and liaising with third party service providers as appropriate.
In conjunction with the Service Delivery Manager taking responsibility for development, updating and communication of project documentation and delivering projects in a timely fashion within the agreed budget.

Required Knowledge and Experience

Minimum 2 years’ experience of working as a Level 3 support engineer.
Demonstrable experience of working on customer site as a field engineer.
Minimum of 5 years’ overall experience working in a remote support function, supporting multiple clients across range of technologies and platforms.
Understanding and experience of working in a MSP environment would be a distinct advantage.
Understanding of project management principles and track record of delivering projects on-time and on-budget.
Excellent communication skills, both written and verbal.

Technical knowledge, Skills & Quality Requirements

MS Office 365, SharePoint, Microsoft Teams, One Drive.
Active Directory and Azure AD
VPNs, Firewalls, Routers, managed switches, wireless LANs – ideally DRAYTEK
Unifi/Ubiquiti
Virtualisation – likely VMWare
In depth understanding of network protocols, routing, and subnets. Remote support of Windows 2016, 2019 and 2022.
Exchange 2010 and above.
Cloud based Telephony/ SIP Trunks configuration & support.
Dropbox/ Google Drive
Knowledge of Wireless PTP link connections
Scripting/ PowerShell, CMD
Google Sheets Scripting preferred.
Knowledge and support of Apple operating systems on both IOS and MACOS
Experience using remote access software.
Service management systems ideally Connectwise.
Cyber-security solutions such as Bitdefender or Webroot
Cabling and patch management

Benefits

On-site parking
20 days holidays + Bank holidays
Holiday allowance rising with length of service
Company Pension scheme
Company wide Bonus Schemes
Staff chill space with dart board, sofa, TV, games & refrigerator
Staff social events

Contact hello@csgroup.co.uk with your CV and covering letter.