3rd Line Support Engineer

Job Description

Values are extremely important to our culture and success.  As a key member of the team, you will enjoy working in a team that is continually evolving, working at pace, and sometimes thinking outside the box to make things happen.  You will be keen to learn and develop in your role; we understand this may be at your own pace and role dependent.  You will be open and honest and show that you are reliable. 

The main purpose of your role as 3rd Line Support Engineer is a critical position within the IT department, serving as the highest level of technical support to all FullFibre employees, taking full control of IT issues and service requests including management of office infrastructure such as printers and conference systems for all our employees.     

This role involves working closely with various departments to ensure that systems are management to meet the business needs and objectives. 

Job Requirements

Ideal Profile…

We’re seeking a proactive and experienced 3rd Line Support Engineer with a minimum of 5 years of experience in IT support, with at least 2 years in a 3rd line support role and a strong understanding of business processes and how they can be supported and improved by technology. Strong analytical and troubleshooting abilities, with a methodical approach to resolving complex issues. If you have experience within a similar role preferably in the FTTP industry and are eager to make a real impact, this role is perfect for you.

• Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical stakeholders.
• Ability to work effectively in a team environment and collaborate with colleagues across departments.
• Flexibility to adapt to changing technologies and a dynamic work environment.
• Detailed knowledge & experience of managing Conditional Access Policies, user accounts and groups in Microsoft 365
• Design, maintenance of Sharepoint Site configuration and sharing in a secure manner.
• Configuration of enterprise App configuration and setting up Single Sign on.
• Azure infrastructure management
• Management of Sentinel SIEM and creation of KQL queries to ensure the security of our environment.
• Experienced with tenant migrations
• Management of our DNS environment
• Comprehensive knowledge of managing windows, Android & Apple endpoints in Intune/Autopilot
• Vendor / technology selection, contract negotiation and performance management.
• Purview configuration and management of data security.

Job Responsibilities

Your key responsibilities are…

• Act as a senior technical escalation point for 1st and 2nd line engineers.
• Mentor and support junior team members, fostering technical development and knowledge sharing.
• Own and resolve high-level support tickets and infrastructure issues.
• Play a key role in service improvement initiatives and best practice enforcement.
• Ensure customer satisfaction through timely, professional support and communication
• Deliver support on site and remotely for staff
• Maintain thorough documentation and prioritise tasks
• Log, track, and update support cases, ensuring clear communication with clients.
• Manage and maintain backup systems, assist in configuration and recovery tasks.
• Work collaboratively to identify service improvements and contribute to technical strategy
•  Antivirus monitoring, management and support

To be effective in this role the 3rd Line Support role will need to…

• Maintain and build up a good working relationship with internal and external stakeholders including        Colleagues, Customers, Suppliers, and Management teams.
• Be able to work efficiently and effectively as part of a team.
• Communicate effectively with all other departments

Job Benefits

Company Benefits…

• Base salary of up to £45,000 depending on qualifications/experience.
• Annual Leave – 25 days’ paid holiday plus bank/public holidays
• A day off for your birthday
• Pension Scheme
• Life assurance 
• Healthcare
• Working with us, you will learn new skills on the job, diversify your abilities and enjoy building a new future for the UK’s broadband network, one town at a time, and have a great time.

FullFibre provides you with the flexibility to work in a way that will help you grow and develop. As well as having clear responsibilities, you will get extensive training to help you develop, and you will be building a legacy here as we build the Full Fibre broadband network of the future.