3rd Line Engineer

3rd Line Support Engineer

Leeds - Hybrid

£45000 - £60000

We are looking for an energetic and enthusiastic person to join our client's 3rd Line Technical Support team. Ideally you will be able to provide advanced technical assistance across multiple disciplines, including backup and recovery systems, hardware, software, and network-related issues.

Key Responsibilities:

• Deliver advanced technical support for backup and recovery systems, addressing hardware, software, and network problems.
• Work with other support teams to resolve complex incidents and service requests.
• Troubleshoot and resolve issues related to backup and recovery software, network, and disk storage.
• Ensure backup and recovery systems comply with defined SLAs.
• Record incidents and service requests in the helpdesk system.
• Mentor and train lower-tier support team members.
• Help deploy and configure new backup and recovery hardware and software.
• Communicate with customers on technical matters to ensure timely issue resolution and manage tickets within SLAs.
• Develop and maintain internal documentation.
• Liaise with suppliers and vendors regarding customer-related issues.

Accountabilities and Performance Measures:

• At least 5 years of experience in a technical support role, with a focus on backup and recovery systems.
• Strong customer-focused approach with a commitment to providing excellent service.
• Experience in a busy technical or service provider environment preferred.
• Confidence in interacting with support teams, leaders, managers, and directors.
• In-depth technical knowledge of server, network, and disk storage systems.
• Experience with enterprise backup and recovery systems.
• Familiarity with virtualisation technologies and Cloud Technologies.
• Knowledge of storage area networks (SANs) and network-attached storage (NAS).
• Proficiency with ticketing systems and understanding of SLAs.
• Relevant certifications, such as Cloud, Network or Backup Solution certifications are a plus.

Desired Technical Experience:

• Experience with data management technologies.
• Ability to troubleshoot performance issues related to compute, network, or storage.
• Understanding of IP addressing and subnetting.
• Knowledge of Ethernet, switching, cabling, and patching.
• Familiarity with Windows Servers, Linux/Unix Servers, vSphere Servers, Hyper-V Servers, Nutanix Servers, SQL Servers, switches, firewalls, or DAS RAID Arrays.
• Experience with public cloud infrastructure (Azure, AWS, GCP).

Environment Job Requirements:

• Demonstrated ability and willingness to expand technical knowledge in various areas.
• Excellent time management and organisational skills, especially in high-pressure situations.