3rd Line Support Technician

West Malling, Kent
To £35k plus excellent benefits
11 Apr 2018
09 May 2018
Contract Type
Full Time

3rd Line Support Technician

West Malling

Up to £35k plus excellent benefits


Our client, a well-established Managed Service Provider, seeks a customer-facing 3rd Line Support Technician demanding on-going skills development, who is self-motivated, professional, confident, with business like personal presence and strong communication skills.


Benefits include 24 days holiday (up to 27 with service), Bonus incentive scheme (circa £3000), Matched Pension Scheme, up to £1,500 per annum training allowance, Healthcare Scheme and Childcare Vouchers.


This is a 3rd Line Senior role in the Service Desk team with responsibilities including:

 To provide clear and friendly support assistance and assurance to clients remotely (helpdesk) and on-site

 To build, configure and deploy new systems and networking infrastructure

 To pro-actively manage client networks, especially security, messaging and backup functions

 To ensure the safety and security of company and client data at all times in accordance with ISO 27001

 To log and maintain comprehensive records of issues and activities undertaken for billing and auditing

 To monitor PKI and SLA ensuring the efficient performance of the technical team and recommend training

 To assist with the operation and development of the Helpdesk and Monitoring systems, ensuring the accuracy, timeliness and appropriateness of alerts and ensuring staff and customers are kept informed appropriately

 To continually improve personal technical knowledge and maintain concurrency with systems and techniques

 To evaluate and recommend products and strategic directions appropriate to the business

 To continually appraise and notify to Management issues affecting product, implementation and service quality in conformance to ISO 9001

 To identify commercial opportunities and advise the relevant Sales Account Manager

Skills Required

 Windows 7 / 8 / 10 (Pro), Office 365, 2003-2016

 Microsoft Exchange 2003-2016

 Microsoft Server 2003 / 2008 / 2012 /2016

 SBS Small Business Server 2003 / 2008 / 2011

 Virtualisation - VMWare, Hyper V

 Active Directory / DNS

 Storage - RAID / NAS / SAN / iSCSI. Fibre Channel Advantageous

 Disaster Recovery Planning

 Microsoft Sharepoint

 Remote Desktop Services

 SQL Server


 Networking - VPN / VLAN / TCP / DHCP / Wireless, etc.


 Security - SSL, Firewalls (Cisco, Sonicwall), Antivirus, Malware

 LogMeIn / Goto My PC, RDP

 Cabling - CAT 5/6, Fibre

 UPS Devices

 KVM Switches

 Network Peripherals - Printers / Copiers / Scanners, Mobile - iOS, Android

 VoIP, Skype for Business

 Connectivity - PSTN, LTE, etc.

Desirable / Advantageous

 Microsoft Azure

 AWS Amazon Web Services

 ITIL Framework

 ISO 9001 / 14001 / 27001

 ConnectWise Manage / Automate

 Backup - Acronis / Symnatec

 Microsoft Sway / Teams

 Apple OSX


 VirtualBox

 Linux/Unix

Hours of work: Monday-Friday 08:30 to 17:30 within an extended hour framework - 1hr lunch.

Salary: up to £35,000 per annum commensurate with experience and expertise.


24 days plus Statutory Holidays (incrementing to 27)

Incentive Scheme - Entitlement to weighted Productivity/Bonus Schemes (£2,995 expected - over £3,600 achievable)

Pension Scheme: Salary Sacrifice 3% (min), or 5%, matched contribution

Use of own vehicle for business travel: 25 pence per mile from Office

Authorised Overtime Rate: ‘Billable On-Site’ hourly rate x1.5, otherwise rate x1.1

Skills Development: Reasonable Learning Materials (50:50 contribution)

Up to £1,500 p.a. approved vocational training

Healthcare Scheme: Personal and Family Healthcare plan

Childcare Vouchers: Salary Sacrifice scheme (Busy Bees)

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