3rd Line IT Support & Implementation Engineer - Job Specification Location: Reigate Reports to: Technical Team Leader Working Environment: Fast-paced MSP / customer-centric technical team About the Company Our client is a leading technology services provider delivering IT managed services, cloud solutions, and modern infrastructure support to organisations across the UK. They focus on empowering businesses through high-quality technical expertise, innovation, and a customer-first approach. They are looking for enthusiastic and experienced professionals who enjoy solving complex technical challenges and want to join a growing organisation with strong progression opportunities. Over the last 5 years, MFK Recruitment has placed 45 IT professionals with this company, and 32 are still thriving there today ! Role Overview The 3rd Line IT Support & Implementation Engineer will be responsible for providing expert technical support, resolving complex escalations, and delivering project work across a wide range of technologies. This role requires deep technical knowledge, excellent communication skills, and the ability to collaborate with Level 1 and Level 2 teams. As the 3rd Line IT Support & Implementation Engineer, you will play a key role in system reliability, process improvement, and ensuring seamless delivery of technical change. Key Responsibilities Act as the primary escalation point for technical queries passed from Level 1 and Level 2 engineers. Review, organise, and execute technical changes received through tickets or project work. Support high-priority incidents (P1), outages, or security events, coordinating effectively across teams. Work within the 3rd-tier call queue during peak demand (no general call handling expected). Focus exclusively on escalated helpdesk tickets unless required to support triage during exceptional busy periods. Deliver proactive tasks including firmware upgrades, project delivery, process development, and recurring infrastructure checks. Collaborate closely with other Level 3 engineers to drive continuous service improvement and innovation. Participate in Change Advisory Board activities, helping to manage technical risk and change control. Qualifications & Experience Minimum 7+ years' experience within a technical helpdesk or MSP environment. Strong communication skills with the ability to explain complex issues clearly. Active Directory & Group Policy administration. Exchange administration experience. Advanced expertise with Microsoft technologies (Azure, Microsoft 365, Windows Server). Strong networking understanding: TCP/IP, VLANs, firewalls, wireless technologies. Experience with firewalls: FortiGate, Cisco, SonicWall, WatchGuard. Backup technologies: Azure, Veeam. Virtualisation experience: Hyper-V, VMware, AVD, RDS. Deep knowledge of Microsoft 365, including MFA. Able to troubleshoot and answer advanced networking queries. Why This Role? This position is ideal for an experienced 3rd Line IT Support & Implementation Engineer who thrives in a fast-paced technical environment. You'll have the opportunity to work on complex issues, influence change, and contribute to ongoing service improvement. The role offers exposure to advanced technologies, project delivery, and high-impact technical decision-making.
04/12/2025
Full time
3rd Line IT Support & Implementation Engineer - Job Specification Location: Reigate Reports to: Technical Team Leader Working Environment: Fast-paced MSP / customer-centric technical team About the Company Our client is a leading technology services provider delivering IT managed services, cloud solutions, and modern infrastructure support to organisations across the UK. They focus on empowering businesses through high-quality technical expertise, innovation, and a customer-first approach. They are looking for enthusiastic and experienced professionals who enjoy solving complex technical challenges and want to join a growing organisation with strong progression opportunities. Over the last 5 years, MFK Recruitment has placed 45 IT professionals with this company, and 32 are still thriving there today ! Role Overview The 3rd Line IT Support & Implementation Engineer will be responsible for providing expert technical support, resolving complex escalations, and delivering project work across a wide range of technologies. This role requires deep technical knowledge, excellent communication skills, and the ability to collaborate with Level 1 and Level 2 teams. As the 3rd Line IT Support & Implementation Engineer, you will play a key role in system reliability, process improvement, and ensuring seamless delivery of technical change. Key Responsibilities Act as the primary escalation point for technical queries passed from Level 1 and Level 2 engineers. Review, organise, and execute technical changes received through tickets or project work. Support high-priority incidents (P1), outages, or security events, coordinating effectively across teams. Work within the 3rd-tier call queue during peak demand (no general call handling expected). Focus exclusively on escalated helpdesk tickets unless required to support triage during exceptional busy periods. Deliver proactive tasks including firmware upgrades, project delivery, process development, and recurring infrastructure checks. Collaborate closely with other Level 3 engineers to drive continuous service improvement and innovation. Participate in Change Advisory Board activities, helping to manage technical risk and change control. Qualifications & Experience Minimum 7+ years' experience within a technical helpdesk or MSP environment. Strong communication skills with the ability to explain complex issues clearly. Active Directory & Group Policy administration. Exchange administration experience. Advanced expertise with Microsoft technologies (Azure, Microsoft 365, Windows Server). Strong networking understanding: TCP/IP, VLANs, firewalls, wireless technologies. Experience with firewalls: FortiGate, Cisco, SonicWall, WatchGuard. Backup technologies: Azure, Veeam. Virtualisation experience: Hyper-V, VMware, AVD, RDS. Deep knowledge of Microsoft 365, including MFA. Able to troubleshoot and answer advanced networking queries. Why This Role? This position is ideal for an experienced 3rd Line IT Support & Implementation Engineer who thrives in a fast-paced technical environment. You'll have the opportunity to work on complex issues, influence change, and contribute to ongoing service improvement. The role offers exposure to advanced technologies, project delivery, and high-impact technical decision-making.
2nd Line IT Engineer (Full Time) - Job Specification Location: Reigate Hours: 37.5 per week Salary: Up to £32,000 Hybrid Working: 2 days remote per week About the Company Our client is a fast-growing technology services provider specialising in managed IT services, cloud solutions, and modern infrastructure support. They are looking for enthusiastic individuals who enjoy working with technology and delivering high-quality customer service. Over the last 5 years, MFK Recruitment has placed 45 IT professionals with this company, and 32 are still thriving there today ! Role Overview The 2nd Line IT Engineer role is focused on supporting, maintaining, and improving IT systems across both on-premise and cloud environments. This position sits within an experienced engineering team and would suit someone who has worked in an MSP environment with strong 2nd-line capabilities. You'll be working closely with customers, resolving technical issues, and ensuring systems run efficiently. As a 2nd Line Engineer , you'll be a key escalation point for junior members of the support team. Key Responsibilities Provide 1st and 2nd line technical support across a varied customer base. Act as the first point of escalation for technical incidents. Manage and resolve support tickets efficiently within SLAs. Diagnose issues across desktops, servers, cloud environments, and networks. Support and administer Microsoft 365, Azure, and virtualisation platforms. Document processes, update knowledge bases, and maintain accurate records. Deliver excellent customer service and clear communication at all times. Technical Responsibilities Troubleshooting servers, cloud services, and virtualised environments. Active Directory & Group Policy administration. Exchange administration. Networking knowledge including TCP/IP, VLANs, and firewalls. Firewall experience (Fortigate, Cisco, SonicWall, WatchGuard). Backup technologies including Azure and Veeam. Supporting Hyper-V, VMware, AVD, and RDS. General support of PCs, printers, scanners, switches, and other networked devices. As a 2nd Line Engineer , you will take full ownership of technical issues and see them through to resolution. Personal Attributes Strong passion for technology and solving complex issues. Confident communicator who enjoys helping customers. Able to work both independently and as part of a team. Organised, proactive, and able to prioritise workload. Willingness to keep learning and develop new skills. Qualifications & Experience Minimum 3 years' experience in a similar IT role. MSP or customer-centric environment experience preferred. Strong experience with: Microsoft 365, Azure, Windows, AD, Server OS Cyber security tools, firewalls, and recovery solutions Cloud technologies VMware / Hyper-V Veeam backups Apple Mac support experience is advantageous. Desirable Certifications Microsoft Certified (Azure or M365) VMware VCP Citrix Veeam Why This Role? This is an excellent opportunity for a motivated Level 2 Engineer who wants to join a growing business with real opportunities for development, career progression, and exposure to a wide range of technologies.
04/12/2025
Full time
2nd Line IT Engineer (Full Time) - Job Specification Location: Reigate Hours: 37.5 per week Salary: Up to £32,000 Hybrid Working: 2 days remote per week About the Company Our client is a fast-growing technology services provider specialising in managed IT services, cloud solutions, and modern infrastructure support. They are looking for enthusiastic individuals who enjoy working with technology and delivering high-quality customer service. Over the last 5 years, MFK Recruitment has placed 45 IT professionals with this company, and 32 are still thriving there today ! Role Overview The 2nd Line IT Engineer role is focused on supporting, maintaining, and improving IT systems across both on-premise and cloud environments. This position sits within an experienced engineering team and would suit someone who has worked in an MSP environment with strong 2nd-line capabilities. You'll be working closely with customers, resolving technical issues, and ensuring systems run efficiently. As a 2nd Line Engineer , you'll be a key escalation point for junior members of the support team. Key Responsibilities Provide 1st and 2nd line technical support across a varied customer base. Act as the first point of escalation for technical incidents. Manage and resolve support tickets efficiently within SLAs. Diagnose issues across desktops, servers, cloud environments, and networks. Support and administer Microsoft 365, Azure, and virtualisation platforms. Document processes, update knowledge bases, and maintain accurate records. Deliver excellent customer service and clear communication at all times. Technical Responsibilities Troubleshooting servers, cloud services, and virtualised environments. Active Directory & Group Policy administration. Exchange administration. Networking knowledge including TCP/IP, VLANs, and firewalls. Firewall experience (Fortigate, Cisco, SonicWall, WatchGuard). Backup technologies including Azure and Veeam. Supporting Hyper-V, VMware, AVD, and RDS. General support of PCs, printers, scanners, switches, and other networked devices. As a 2nd Line Engineer , you will take full ownership of technical issues and see them through to resolution. Personal Attributes Strong passion for technology and solving complex issues. Confident communicator who enjoys helping customers. Able to work both independently and as part of a team. Organised, proactive, and able to prioritise workload. Willingness to keep learning and develop new skills. Qualifications & Experience Minimum 3 years' experience in a similar IT role. MSP or customer-centric environment experience preferred. Strong experience with: Microsoft 365, Azure, Windows, AD, Server OS Cyber security tools, firewalls, and recovery solutions Cloud technologies VMware / Hyper-V Veeam backups Apple Mac support experience is advantageous. Desirable Certifications Microsoft Certified (Azure or M365) VMware VCP Citrix Veeam Why This Role? This is an excellent opportunity for a motivated Level 2 Engineer who wants to join a growing business with real opportunities for development, career progression, and exposure to a wide range of technologies.
We have an exciting opportunity for a Senior IT Support Engineer to join our well-established client in Saint Leonards, East Sussex. MFK Recruitment has successfully recruited 45 IT Professionals for this well-established company in the past 5 years, 32 are still with the company! Extremely ambitious company, and they're very interested in having individuals join their team, who are keen to progress and succeed. (The vast majority of our candidates have progressed in a short space of time!) Exciting and varied role: We're looking for a Senior IT Support Engineer who has the gravitas to be able to interact with local management and also visit clients' sites. We estimate 1 day per week with clients, 2 days per week on desk escalations and 2 days per week on projects, although this will vary from week to week in line with demand across the organisation. This needs to be a real team player who can cope with a fluid and changing workload. Senior IT Support Engineer - Job Purpose: To provide expert technical support for day-to-day client technical issues, as well as the delivery of projects. This role focuses on resolving complex issues, ensuring smooth system integrations, and driving continuous improvement in processes to meet client needs and optimise performance. Senior IT Support Engineer - Principal Responsibilities: Escalation route for technical queries from the level 1 & 2 engineers. Delivering project work as defined by the Head of Project Management Mobilising as a team & communicating effectively through the relevant channels in the event of high-risk business critical P1 outage or security incident Although there won't be an expectation to answer calls regularly, you will be placed in the 3rd tier phone queue in the event of busy periods Part of your role will require you to tackle proactive tasks such as Firmware Upgrades/Process Development/Project Delivery/Recurring infrastructure checks You must be able to work as a team alongside other engineers with a combined goal of continuous service improvement & innovation Likelihood of being enrolled on a Change Advisory Board & part responsible for managing change & risk on the service desk Senior IT Support Engineer - Qualifications and Experience: MSP experience or a customer-centric environment providing support. Excellent verbal and written communication skills Active Directory and GPO administration Exchange administration Excellent experience with Microsoft technologies Good general knowledge of networking and technologies: TCP/IP stack, concept of VLANs and firewalls, wireless configurations 5+ years of technical helpdesk environment Firewall Implementations -Fortigate/Cisco/SonicWall/Watchguard Backup Solutions - Azure/Veeam Virtualisation - Hyper-V, VMware, AVD, RDS In-depth Knowledge of O365 suite & MFA Able to answer complex Networking questions.
03/10/2025
Full time
We have an exciting opportunity for a Senior IT Support Engineer to join our well-established client in Saint Leonards, East Sussex. MFK Recruitment has successfully recruited 45 IT Professionals for this well-established company in the past 5 years, 32 are still with the company! Extremely ambitious company, and they're very interested in having individuals join their team, who are keen to progress and succeed. (The vast majority of our candidates have progressed in a short space of time!) Exciting and varied role: We're looking for a Senior IT Support Engineer who has the gravitas to be able to interact with local management and also visit clients' sites. We estimate 1 day per week with clients, 2 days per week on desk escalations and 2 days per week on projects, although this will vary from week to week in line with demand across the organisation. This needs to be a real team player who can cope with a fluid and changing workload. Senior IT Support Engineer - Job Purpose: To provide expert technical support for day-to-day client technical issues, as well as the delivery of projects. This role focuses on resolving complex issues, ensuring smooth system integrations, and driving continuous improvement in processes to meet client needs and optimise performance. Senior IT Support Engineer - Principal Responsibilities: Escalation route for technical queries from the level 1 & 2 engineers. Delivering project work as defined by the Head of Project Management Mobilising as a team & communicating effectively through the relevant channels in the event of high-risk business critical P1 outage or security incident Although there won't be an expectation to answer calls regularly, you will be placed in the 3rd tier phone queue in the event of busy periods Part of your role will require you to tackle proactive tasks such as Firmware Upgrades/Process Development/Project Delivery/Recurring infrastructure checks You must be able to work as a team alongside other engineers with a combined goal of continuous service improvement & innovation Likelihood of being enrolled on a Change Advisory Board & part responsible for managing change & risk on the service desk Senior IT Support Engineer - Qualifications and Experience: MSP experience or a customer-centric environment providing support. Excellent verbal and written communication skills Active Directory and GPO administration Exchange administration Excellent experience with Microsoft technologies Good general knowledge of networking and technologies: TCP/IP stack, concept of VLANs and firewalls, wireless configurations 5+ years of technical helpdesk environment Firewall Implementations -Fortigate/Cisco/SonicWall/Watchguard Backup Solutions - Azure/Veeam Virtualisation - Hyper-V, VMware, AVD, RDS In-depth Knowledge of O365 suite & MFA Able to answer complex Networking questions.
A highly reputable school based in East London is seeking a Network Manager to join them on a permanent basis. Network Manager job purpose: To be the team lead and escalation point for service delivery to customer-specific site, working closely with all service engineers and account managers to meet customer requirements efficiently and strive to resolve customer issues by delivering the right solutions first time, on time, every time. Problem ownership with clear, concise customer communication whilst managing expectations by that in person, over the phone or via remote connectivity. Ensure support tickets are responded to within agreed customer SLA's and engineers are mentored and developed. Network Manager main responsibilities: Primary escalation point for all engineers within the customer site team Primary technical support advisory to the Operations Lead on all service-related incidents and problems Primary responsibility for guiding through major impacting service incidents, owning the investigation, diagnosis, identified of root cause and rollout of mitigating actions to permanently fix the underlying issue (working with HQ escalation where required) Be responsible for identifying opportunities within the customer site to work with account manager and service team to remove underlying issues affecting user experience, owning and following through to completion the rollout of any permanent fix Provide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first-time fix Responsible for direct leadership of a team of engineers including; identification of skills gaps, development and implementation of training programme at both individual and team level, tangible reporting to show a service improvement link between programme and individual performance Responsible for performance management of a team, regular score check-in's, regular performance reviews both at individual and team level, highlighting areas for improved achievement, as well as introducing performance development plans and where necessary managing disciplinary reviews, reviews including performance grading and salary recommendations Network Manager qualifications and knowledge: 2 years of experience as a senior engineer/Manager supporting schools or colleges with previous experience at other levels Experience in managing or supporting projects Experience of working in a customer-facing role Familiar with working with SLA's to meet customer and requirements GSCE Maths and English DBS Enhanced clearance We are keen to hear from candidates with the following job titles: IT Support / Network Manager / 2nd Line Support / 3rd Line Support / IT Manager / Education Manager / Project Manager
06/10/2021
Full time
A highly reputable school based in East London is seeking a Network Manager to join them on a permanent basis. Network Manager job purpose: To be the team lead and escalation point for service delivery to customer-specific site, working closely with all service engineers and account managers to meet customer requirements efficiently and strive to resolve customer issues by delivering the right solutions first time, on time, every time. Problem ownership with clear, concise customer communication whilst managing expectations by that in person, over the phone or via remote connectivity. Ensure support tickets are responded to within agreed customer SLA's and engineers are mentored and developed. Network Manager main responsibilities: Primary escalation point for all engineers within the customer site team Primary technical support advisory to the Operations Lead on all service-related incidents and problems Primary responsibility for guiding through major impacting service incidents, owning the investigation, diagnosis, identified of root cause and rollout of mitigating actions to permanently fix the underlying issue (working with HQ escalation where required) Be responsible for identifying opportunities within the customer site to work with account manager and service team to remove underlying issues affecting user experience, owning and following through to completion the rollout of any permanent fix Provide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first-time fix Responsible for direct leadership of a team of engineers including; identification of skills gaps, development and implementation of training programme at both individual and team level, tangible reporting to show a service improvement link between programme and individual performance Responsible for performance management of a team, regular score check-in's, regular performance reviews both at individual and team level, highlighting areas for improved achievement, as well as introducing performance development plans and where necessary managing disciplinary reviews, reviews including performance grading and salary recommendations Network Manager qualifications and knowledge: 2 years of experience as a senior engineer/Manager supporting schools or colleges with previous experience at other levels Experience in managing or supporting projects Experience of working in a customer-facing role Familiar with working with SLA's to meet customer and requirements GSCE Maths and English DBS Enhanced clearance We are keen to hear from candidates with the following job titles: IT Support / Network Manager / 2nd Line Support / 3rd Line Support / IT Manager / Education Manager / Project Manager
We have an exciting opportunity for a Senior Embedded Software Engineer to join our client, in Eastcote, Northamptonshire. My client works with some of the biggest names in elite sport. They are growing their passionate and enthusiastic team to work on commercial tech projects within the global sports industry. Working as part of this dedicated, multi-disciplined group, you will be involved in the development of greenfield solutions that will change and disrupt elements of the global sports industry forever. What they can offer the Senior Embedded Software Engineer: Forget working on a mesh network monitoring soil moisture level, or a set of scales that connect to Strava. Working for my client, the Senior Embedded Software Engineer will be working alongside initiative-driven problem solvers on exciting new and pre-release products set to change the world, beginning with elite sport. Reporting to the Lead Embedded Systems Engineer, your expertise will be vital to the direction and implementation of robust embedded systems. About the Senior Embedded Software Engineer: Maybe you have an opinion on makefiles versus the IDE, or you wish more (or fewer) people would use the ternary operator. You think an RTOS is overkill or the only way to provide reliable operation. Whoever you are, if you are self-motivated, interested in new and emerging technologies, and always looking to grow, then come and change the world with them. Apply to join now if you are looking to create a big impact within a global industry, and want to gain a real sense of ownership whilst working on cutting-edge, industry-changing projects. Senior Embedded Software Engineer requirements: 6+ years commercial experience developing low-level source code Bare metal C programming experience for embedded devices Degree in Computer Science, Electronic Engineering or related Experience taking a product from initial idea creation right through to production Automotive communications protocols e.g. CAN Ability to work well within a multi-disciplinary R&D team, as well as on individual projects Experience running and taking part in code reviews Familiarly with schematics and data sheets Familiarity with debugging embedded software using common test equipment (oscilloscope, logic analyser, protocol analyser etc.) Bonus Points… Experience with STM32 product family and architecture Experience with Unit Testing and Static Analysis Experience with Jira Experience with HDL (VHDL or Verilog) Experience with C#.NET Knowledge of SQL database design and administration Experience with Linux Benefits… Chance to work at a fast-growing tech start up within global sport Excellent career opportunities Great work culture and environment Support in learning relevant technologies 25 Days holiday Casual dress code Free to use on-site gym Free on-site parking
05/10/2021
Full time
We have an exciting opportunity for a Senior Embedded Software Engineer to join our client, in Eastcote, Northamptonshire. My client works with some of the biggest names in elite sport. They are growing their passionate and enthusiastic team to work on commercial tech projects within the global sports industry. Working as part of this dedicated, multi-disciplined group, you will be involved in the development of greenfield solutions that will change and disrupt elements of the global sports industry forever. What they can offer the Senior Embedded Software Engineer: Forget working on a mesh network monitoring soil moisture level, or a set of scales that connect to Strava. Working for my client, the Senior Embedded Software Engineer will be working alongside initiative-driven problem solvers on exciting new and pre-release products set to change the world, beginning with elite sport. Reporting to the Lead Embedded Systems Engineer, your expertise will be vital to the direction and implementation of robust embedded systems. About the Senior Embedded Software Engineer: Maybe you have an opinion on makefiles versus the IDE, or you wish more (or fewer) people would use the ternary operator. You think an RTOS is overkill or the only way to provide reliable operation. Whoever you are, if you are self-motivated, interested in new and emerging technologies, and always looking to grow, then come and change the world with them. Apply to join now if you are looking to create a big impact within a global industry, and want to gain a real sense of ownership whilst working on cutting-edge, industry-changing projects. Senior Embedded Software Engineer requirements: 6+ years commercial experience developing low-level source code Bare metal C programming experience for embedded devices Degree in Computer Science, Electronic Engineering or related Experience taking a product from initial idea creation right through to production Automotive communications protocols e.g. CAN Ability to work well within a multi-disciplinary R&D team, as well as on individual projects Experience running and taking part in code reviews Familiarly with schematics and data sheets Familiarity with debugging embedded software using common test equipment (oscilloscope, logic analyser, protocol analyser etc.) Bonus Points… Experience with STM32 product family and architecture Experience with Unit Testing and Static Analysis Experience with Jira Experience with HDL (VHDL or Verilog) Experience with C#.NET Knowledge of SQL database design and administration Experience with Linux Benefits… Chance to work at a fast-growing tech start up within global sport Excellent career opportunities Great work culture and environment Support in learning relevant technologies 25 Days holiday Casual dress code Free to use on-site gym Free on-site parking
