Job Title: Senior IT Support EngineerLocation: ChorleySalary: £30,000 - £35,000We have an exciting opportunity for a Senior IT Support Engineer / 3rd Line Support Engineer to join a growing, friendly and dynamic support team providing remote support to Businesses across the UK. The Role of Senior IT Support EngineerProviding 2nd/3rd line technical support across our customer base via phone or email.Record and update all incidents and problems thoroughly through the company’s ITSM systemTake ownership of all support tickets whilst adhering to first response and fix SLAs as part of the support procedure.Communicate effectively to ensure swift resolution at both technical and end user levelMaintain elevated levels of customer service for all support queries.Maintain accurate resolution documentation in our knowledge base repositoriesTrain and mentoring our 1st line team to ensure a build-up of their knowledgeLiaise with 3rd party solution providers and develop excellent working relationshipsProactively involved in the planning and delivery of projects, remaining adaptable to the needs of the project.Attend customer sites and committing repairs/new installations of equipment such as Firewalls, Servers, Workstations.Person Specification for the Senior IT Support EngineerThe successful candidate will be comfortable working as part of a team and on their own using their own initiativeThree year’s equivalent work experience within an IT Support / Managed Service Provider environment.Be able to remain calm under pressureExcellent problem-solving skills working in a logical methodical style with the ability to identify root cause and implement controlled changesHave strong interpersonal skills enabling good verbal and written communicationStrong organisational skills are necessary with the ability to manage and prioritise multiple tasks simultaneouslyBe flexible in their approach to travel and projects undertakenBe driven to learn new tech and self-improveA strong understanding of ITIL best practice and frameworksTechnical SkillsEssentialMicrosoft WindowsStrong working knowledge of Windows Server EnvironmentsDNS and DHCPDeep working knowledge of Active Directory etc.Continuous improvement workDesktop OS, Windows 7/8/10/11Remote Desktop Services experience such as VDIGood understanding of network infrastructureDesign and implementation of server infrastructure + upgrade experienceMicrosoft 365 administration and new tenant provision and setupGoogle WorkspaceMicrosoft AzureFamiliarity with Firewalls, configuration and installation.Desirable Familiarity with Autotask PSA, RMMKnowledge of ESET Anti-Malware solutionsMacintosh support and deploymentFamiliarity with Fortinet FirewallsStrong working Knowledge of ESET technologies. BenefitsHealthcareCareer progression opportunities.**A full driving licence is required to be able to travel to customer sites as required.Keywords: 2nd Line IT Support, 3rd Line IT Support, IT Support Engineer, Senior IT Support EngineerBowdon Associates is a member of the Guild of Quality Employment Agencies and has agreed to adopt the compliance and recruitment standards that form the basis their code of conduct. A quality, transparent and responsible recruitment agency committed to raising the industry standards.