5 jobs found

Field Service Infrastructure Engineer / 3rd Line Engineer This role is responsible for all onsite service and support needs for our customers helping them with infrastructure related issues. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software, Office 365 and Sharepoint. This will be ideal with candidates with a background within 3rd line support/Infrastructure support mainly covering Network/Server & limited IT security. Key Duties/Responsibilities - IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware - Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc. - Implement and support disaster recovery solutions - Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security - Remote access solution implementation and support: VPN, Terminal Services, and Citrix - System documentation to include system reviews and recommendations - Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages - Improve customer service, perception, and satisfaction - Escalate service issues that cannot be completed within agreed service levels - Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc. - Network Switching; VLAN's, Trunks - Firewalls & Routers; Port Forwarding, Routing Side notes - This will be office based and out to end client sites - Driving licence is essential (with minimum points)

Field / 2nd Line Support Engineer Job Specification SPONSORSHIP IS NOT AVAILABLE AT THIS OR ANY TIME IN THE FUTURE Driving Licence required Location: On-site and Remote (Field-based and Office-based as required) Salary Range: Competitive, based on experience Overview We are seeking a motivated and skilled Field/2nd Line Support Engineer to join the growing technical team at one of our most valued clients, an MSP/MSSP providing expert IT solutions to a diverse range of businesses across the UK. This role is a critical part of thier Service Desk function, bridging 1st Line Support and more complex technical escalations. The successful candidate will be responsible for delivering exceptional service to the companys' clients through on-site and remote support, troubleshooting, and delivering technical solutions in line with company values. Key Responsibilities Technical Support: Provide 2nd line support for incidents and service requests escalated from 1st line. Act as an escalation point for complex technical issues, ensuring timely resolution. Diagnose, troubleshoot, and resolve hardware and software issues on client endpoints, servers, and network devices. Collaborate with 3rd Line/Pre-sales engineers to escalate or resolve advanced technical issues when necessary. Field Support: Visit client sites to provide hands-on support, including installations, upgrades, and repairs of IT equipment. Conduct site surveys and audits to identify potential risks, issues, or opportunities for system improvements. Ensure all work completed on-site meets the client's expectations and aligns with quality standards. Client Service and Communication: Maintain a high level of customer satisfaction by providing clear, professional, and timely updates to clients. Liaise effectively with clients to gather information, understand their needs, and provide appropriate solutions. Deliver training or guidance to end-users on IT systems when required. Documentation and Processes: Ensure all incidents, service requests, and resolutions are logged accurately in the ticketing system. Document client environments, site visits, and changes made to infrastructure. Assist in maintaining and updating internal knowledge bases and documentation. Team Collaboration: Support the Service Desk Team Leader in ensuring SLAs are met. Mentor 1st Line Support Engineers to improve their technical skills and knowledge. Contribute to team projects and initiatives, including identifying areas for improvement in processes and technologies. Required Skills and Experience Technical Skills: Operating Systems: Strong knowledge of Server and Desktop operating systems (e.g., Windows 10/11, Windows Server 2016/2019/2022, MacOS). Networking: Good understanding of networking concepts such as DNS, DHCP, VLANs, VPNs, and firewalls. Cloud Platforms: Experience with Office 365 administration (Exchange Online, SharePoint, Teams, etc.) and Azure services. Hardware: Proficiency in diagnosing and repairing desktops, laptops, printers, and other IT peripherals. IT Security: Familiarity with cybersecurity best practices, antivirus solutions, and basic incident response. Experience with ticketing systems and remote monitoring and management (RMM) tools. Soft Skills: Excellent troubleshooting and problem-solving skills. Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users. Exceptional time management and organisational skills, with the ability to prioritise workload effectively. Customer-focused mindset with a passion for delivering outstanding service. Experience: Minimum of 2 years of experience in a 2nd Line Support or similar IT role, in an MSP environment. Proven experience supporting both on-premises and cloud-based IT infrastructure. Certifications (Desirable): Microsoft 365 Certified: Modern Desktop Administrator Associate or Azure Administrator Associate Other Requirements Full UK Driving Licence: This role requires regular travel to client sites, so a valid driving licence is essential. Flexibility: Willingness to occasionally work outside regular office hours to accommodate client needs or complete urgent projects. What's on Offer Competitive salary and benefits package. Opportunities for career progression and ongoing professional development. A supportive, collaborative team environment. Exposure to a wide range of technologies and industries. About The Company My client is a UK-based MSP/MSSP, dedicated to providing exceptional IT solutions and services to businesses of all sizes. Their core values revolve around innovation, collaboration, and delivering reliable, secure solutions to clients. They value their team and are committed to fostering growth and success for every employee.

Field Service Infrastructure Engineer / 3rd Line Engineer This role is responsible for all onsite service and support needs for our customers helping them with infrastructure related issues. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software, Office 365 and Sharepoint. This will be ideal with candidates with a background within 3rd line support/Infrastructure support mainly covering Network/Server & limited IT security. Key Duties/Responsibilities - IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware - Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc. - Implement and support disaster recovery solutions - Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security - Remote access solution implementation and support: VPN, Terminal Services, and Citrix - System documentation to include system reviews and recommendations - Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages - Improve customer service, perception, and satisfaction - Escalate service issues that cannot be completed within agreed service levels - Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc. - Network Switching; VLAN's, Trunks - Firewalls & Routers; Port Forwarding, Routing Side notes - This will be office based and out to end client sites - Driving licence is essential (with minimum points)

Why work for us? We aim to provide you with peace of mind in addition to an attractive salary and eligibility to participate in the discretionary annual bonus opportunities. You will also receive an excellent benefit package including: Company funded industry qualifications Workplace Pension Close to town centre / bus station / train station Free Car Parking Attendance Bonus Scheme Sick pay Scheme 22 days holiday Bank Holidays, increasing with length of service to a max of 30 days after a qualifying period. About the Role: On a day-to-day basis, you will be involved in the investigation and resolution of customer and internal support requests. In doing this, you will be responsible for providing a high-quality level of service to both internal and external customers alike and be able to identify and solve issues alongside the existing Technical Services team, who themselves specialise in the support & maintenance of our clients. You must have excellent communication skills and you will ideally be an all-rounder who is comfortable doing 1st & 2nd Line support including the following skills and aspects: 2+ years' experience in similar IT role (MSP) Excellent troubleshooting skills in all Windows desktop, Mac OSX, and Windows Server operating systems Support of Microsoft Hyper-V & VMWare vSphere infrastructures Basic understanding of Cyber Security principles Support of all Microsoft products including Office, Office 365 Exchange, Azure, SharePoint Supporting on premise and off premise Anti-Spam/Email Security solutions Solving both hardware and software faults Working with networking equipment including, Firewalls, Wi-Fi solutions and all other network equipment Assisting with Domain level DNS changes and fixes Anti-Virus and Anti-Malware monitoring, administration, and support Monitoring and maintaining client's infrastructure, patching, internal networks & broadband solutions Monitor IT security and support administration functions Providing excellent support, including procedural documentation and relevant reporting Escalate any complex problems to 3rd line and on-site engineers where appropriate Liaising with 3rd party vendors to see resolutions on all tickets Monitoring systems to ensure their smooth running, investigating issues displayed on RMM Platforms Ensuring all monitored backups have completed successfully, investigating, and resolving any issues Hands-on experience with equipment - laptops, desktop, printers, and peripherals The ability to work on set targets as well as using your own initiative and deadlines Managing and prioritising own tickets and workloads Undertaking internal and vendor training for personal and professional development Rapidly establishing a good working relationship with customers and other professionals Accurate and concise record keeping of all interactions and actions on the CRM Always maintaining client confidentiality and security Remotely carrying out chargeable jobs All other support duties that are commensurate with the role or at the request of the Management team About You: Essential Skills and Experience: Previous Technical Support (or roles of similar nature) Good knowledge of networks and basic infrastructure (routing, IP's, topology etc) Good planning, time management, administrational and organisational skills Always maintaining client confidentiality and security Ability to follow strict process and procedures Desirable - knowledge of the Cyber Essentials scheme Personal qualities: Organised, Reliable and trustworthy Customer Service Driven Good problem-solving skills Good timekeeping Attention to detail Ability to work individually and as part of a team Strong interpersonal and communication skills key An interest in technology and troubleshooting Capable of thinking outside the box Desirable - driving licence Desirable MTA: - Windows Operating systems Fundamental, Networking Fundamentals, Server Administration Fundamental CompTIA: - IT Fundamentals+, A +, Server + MCSA: - Desktop Operating system Experience within a Cyber Security Function

Description Job Title: Senior Network & Security Engineer Purpose of Role: To design, implement, maintain, troubleshoot and support all aspects of network and security on the Options PIPE network infrastructure. As a member of the UK Networks team, the senior network engineer will work closely with the global network team (US and Asiapac). They will be responsible for the timely delivery of changes to the network environment to facilitate the onboarding of new clients, to deliver new features or service to the PIPE platform or to correct production issues. Key Tasks: The role requires a flexible, highly skilled engineer who is capable of managing multiple work streams in a fast-paced service provider environment. Teamwork and ability to work on own initiative is imperative for the role which includes (but is not restricted to the following key areas): New Client Solutions/Designs: Involves design and implementation of new client network architecture ready for client on-boarding in to our private cloud, the Options PIPE®. These designs range from (but are not limited to) redundant Gig-E connections to multiple OTL datacentres, site to site VPNs, data centre x-connects, secure web hosting services and layered firewall security, through to software VPN access, and home/office network connectivity using site-to-site Internet VPNs. Ideally the candidate will have performed firewall migrations in the past. Evolution of PIPE services: Example projects include data centre Greenfield builds, data centre relocation projects, and global deployments of new network/application services. In doing so, you will use a wide range of enterprise-level network and security technologies including Catalyst switches, Cisco routers (39xx/29xx) and Nokia Checkpoint firewalls. 3rd Party Network Connections: Options provides broker/venue connectivity as part of its PIPE Core® offering, typically to Tier 1 Investment Banks, brokers or pools of liquidity. We deliver these either via direct fibre circuits, via x-connects, or through the use of global MSP networks (e.g. BT Radianz, TNS). Direct Exchange Connectivity: Options provides connectivity to and market data services from the global catalogue of stock exchanges and venues/MTFs. We deliver ultra-low latency market data and on-exchange trading services. Currently connected exchanges include Nasdaq, NYSE, CME/CBOT, LSE, Deutsche Börse (Xetra/Eurex) as well as MTFs such as BATS Chi-X Europe and Direct Edge. Technical Skills should include most of the following: Security Platforms: Fortinet Fortigates – in depth experience. Checkpoint NGX R70/R75/R77 and Management Suite (SmartCenter, SmartUpdate, SmartView Tracker) Nokia firewall platforms - experience implementing/installing/troubleshooting on Linux Will ideally be comfortable on a Linux platform and be able to install and maintain Linux based applications eg Cacti, Rancid etc Scripting/coding Will ideally have experience with scripting. Python preferred. WAN Technologies: IPSEC, GRE, E1/T1, ATM, PPP, HDLC, SONET, xDSL, WES/LES, SDSH, Dark fibre LAN Technologies: Gigabit Ethernet (GigE etc), TenGig Ethernet, Multicast (PIM/IGMP), Spanning-Tree (+extensions), switching, Vlan trunking EtherChannel (PAgP, LACP), SVI’s and inter-vlan routing, VOIP, QoS and DiffServ Routing Protocols: OSPF, BGP,RIP (v2), static routes, route re-distribution, policy-based routing Multicast: PIM-SM, MSDP NMS and Troubleshooting Tools: tcpdump, fwmonitor, Wireshark WLAN Technologies: Cisco Aironet deployment in either root or repeater mode Familiarity with wireless security (WEP/WPA/WPA2) Hardware: Experience with our common platforms would be useful: Fortinet – 30d, 60d, 200d, 1000d, 1500d Cisco Catalyst switches – 65xx, 45xx, 3750, 3560 – 6500 platform particularly desirable Cisco routers – 39xx, 38xx, 28xx, 88x, 87x Arista switches – 7124, 7150 Juniper EX4200 series switches Cisco 10Gb line modules SolarFlare 10Gb network cards Nokia Checkpoint firewalls – IP3xx, IP5xx, 46xx, 48xx Fortinet FIrewalls F5 BigIP DNS Load Balancers (GTM) Wireless access points - 3560, 2950, Aironet 1242ag Accreditation: Fortinet Firewall accreditation (desirable) Checkpoint accredited CCSA and above (desirable) Cisco accreditation (desirable)