Job Description
The 3rd Line IT Support role is a critical position within the MJ Quinn Technology and Services Department. As the highest level of technical support, this role involves working closely with various departments to ensure that systems are managed to meet business needs and objectives.
Key Responsibilities:
* Technical Support: Provide expert-level support for complex technical issues, ensuring timely and effective resolution fully documented in the ITSM Solution.
* Escalated Incidents: Handle escalated incidents from 1st and 2nd line support, performing thorough diagnostics and root cause analysis.
* Post Incident Reviews: Process Post Incident Reviews where Users report that issues have not been resolved to a satisfactory level and the escalated Incident has then been resolved.
* System Maintenance: Oversee the maintenance and optimization of IT systems and infrastructural ensuring peak performance and reliability.
* Network Management: Manage and troubleshoot network infrastructure, including servers, switches, routers, and firewalls.
* Security: Implement and maintain robust security measures to protect IT systems and data from threats and vulnerabilities.
* Documentation: Create and maintain detailed documentation of system configurations, processes, procedures, and Knowledgebase Articles.
* Guidance and Training: Provide guidance and training to junior support staff, adopting a culture of continuous learning and improvement.
* IT Projects: Responsible for IT projects, including system upgrades, migrations, and deployments.
Requirements:
* Strong Analytical Skills: Strong analytical and troubleshooting abilities, with a methodical approach to resolving complex issues.
* Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical stakeholders.
* Documentation Ability: Ability to provide varying levels of documentation, such as project estimation, network schematics, quotations for approvals.
* Teamwork: Ability to work effectively in a team environment and collaborate with colleagues across departments.
* Flexibility: Flexibility to adapt to changing technologies and a dynamic work environment.
* Experience: A minimum of 5 years of experience in IT support, with at least 2 years in a 3rd line support role.
* Business Acumen: A strong understanding of business processes and how they can be supported and improved by technology.
Education Requirements:
* Certifications: Relevant certifications such as CCNA, MCSE, CompTIA Security+, or ITIL are highly desirable.
* Cloud Computing Experience: Cloud Computing experience with platforms such as AWS, Azure, or Google Cloud.
* Mathematics & English: GCSE level B+ in Mathematics & English (or equivalent).
* Right to Work: A legal right to work in the UK.
* Full UK Driving License: Full UK driving license.
Benefits:
* Free Parking:
* Holidays: 25 days holidays + bank holidays (33 days total)
* Bonus Scheme: Employee Bonus Scheme
* Healthcare Cashback Plan: Healthcare cashback plan
* Employee Assistance Programme: Employee assistance programme
* Cycle to Work Scheme: Cycle to work scheme
* Pension Scheme: Company contribution pension scheme
* Parental Leave & Pay: Parental leave and pay
* Employee Reward and Recognition: Employee reward and recognition
* Learning and Development Opportunities: Learning and development opportunities
* Gym & Retail Discounts: Gym and retail discounts
* Life Assurance Benefit: Life assurance benefit
Diversity Statement:
MJ Quinn is committed to promoting an environment that values diversity. All staff are responsible for ensuring that all employees, customers, suppliers, and visitors are treated equally and fairly and not discriminated against on the grounds of age, disability, gender reassignment, marriage and civil partnerships, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.