3rd line support engineer

3rd line support engineeerLead Engineer/consultant/manager for managed Service Provider - Ripley An East Midlands Managed Service Provider have a vacancy for a 3 rd Line senior technical support engineer / project manager. A varied role with exposure to a plethora of technologies spanning a significant number of client sites and industries. The role will include; providing escalation support to our 1st and 2nd line team, writing policies and procedures for customers (e.g. DR plans and CyberEssentials compliance), proactively searching for issues and vulnerabilities at customer sites to prevent issues before they happen, pre-sales project planning, analysis and customer engagement, the management and maintenance of Microsoft Windows Server environments from 2008 to 2019 on-premise and Microsoft Azure environments, the deployment, migration to and maintenance of Microsoft 365 suite of cloud services, Hyper-V and VMWare infrastructures including clustering, TCP/IP network analytics, network topology design and cyber security (inclusive of the perimeter firewall (primarily WatchGuard), client-based applications and CyberEssentials), evaluation and deployment of new technologies as and when required, engagement with our 3rd party support team at a high level to maintain and improve the relationship/processes and developing agent procedures/monitoring in our RMM solution to improve proactiveness and automation. The ideal candidate will have several years of experience working in a managed service provider environment as a 3 rd line engineer, have led and project managed a number of server and network migrations both on-premise and cloud infrastructures. A solid background in Azure/Microsoft 365 is essential. The candidate: o Excellent customer-facing skills - experience dealing with internal/external business stakeholders. o Strong team player and self-motivated. o Experience writing IT policies, procedures and project plans. o Proactive nature, you will need to take ownership and see them through to completion. o Provide a 3rd line initial escalation point to our support team. o Be visionary in how to improve current methods of working, and utilise current systems o Provide technical support for the commercial team to assist with project planning, analysis and customer engagement. o Evaluation and deployment of new technologies as and when required. o Engagement with our 3rd party support team at a high level to maintain and improve the relationship/processes. o Excellent knowledge of Microsoft technologies - up to Windows Server 2019, Exchange 2019, Hyper-V clustering, Windows 10/11, Office 2019 / Microsoft 365 and VMWare. o Strong and demonstrable network analytics and design skills. o Ability to troubleshoot and investigate problems without defined causes. o Demonstrable experience with firewalls, routing and VLAN technologies o Ideally, you will have MCSE / MCITP Qualification - willingness to continue self-development and education is a must. If you are motivated to take your technical skill set to the next level and work with a dynamic team, then this is the ideal role for you. You must have excellent interpersonal and communication skills and be comfortable in dealing with senior board members/stakeholders at our customer sites. Experience in leading/mentoring other more junior staff is also a must. The candidate must be mobile and hold a UK driving license