3rd Line Support Engineer

3rd Line Support Engineer
London KT1
50-53k Base + Excellent Benefits
  
As a well-established and fast-growing provider of body-worn camera systems, our client helps capture evidence from a first-person perspective in over 40 countries around the world. With the majority of UK police forces and many leading retailers locked up, they are well-placed for further growth. To drive excellence, they now have an exciting and immediate opening for a 3rd Line Support Engineer.
  
Support Engineerresponsibilities:  

• Act as the escalation point of contact for all software-related issues, providing troubleshooting and issue resolution for complex software.
• Track, log, and manage all customer software cases, ensuring timely communication and resolution in line with service-level agreements.
• Provide training and support for software rollouts both internally and externally.
• Coordinate additional technical support for issues that cannot be resolved within the team, including liaising with third-party suppliers.
• Perform on-site and remote installation of software upgrades and solutions for customers.
• Ensure the uptime of cloud-based systems, servers, and web apps through proactive monitoring and maintenance.
• Support out-of-hours customer service on a rota basis, ensuring enhanced service levels.
• Provide desktop and server support for internal staff, ensuring a seamless work environment.
• Lead small-to-medium IT projects, ensuring they meet deadlines and objectives.
• Set up new users, manage account access, and ensure compliance with HR requirements.
• Plan and recommend enhancements to improve helpdesk capacity and support processes.
• Work with third-party IT suppliers to ensure smooth delivery of services and software solutions.
• Monitor cloud-based systems for both internal and customer environments, providing support where necessary.

• Proficiency in Windows Server setup and maintenance, Active Directory, and network configurations (DNS, DHCP, TCP/IP).
• Hands-on experience with MS Exchange, MS SQL, and Azure Portal.
• Strong experience in software installs, upgrades, and troubleshooting across various platforms.
• Advanced knowledge of IT security best practices.
• Excellent problem-solving skills with a methodical approach to issue resolution.
• Strong communication skills and the ability to document processes and solutions clearly.
• Ability to manage small to medium projects and work collaboratively with cross-functional teams.
• Availability to work outside of regular hours when required.
• Willingness to undergo police vetting for role eligibility.

• A base salary circa 50-53k
• Private Medical
• Pension
• EAP
• Hybrid  working
• Dynamic environment
• Overly generous benefits