2nd/3rd Line Engineer

Hybrid Working

Leeds

Are you looking for the next step in your career?

I am working with a fast-growing company that genuinely puts people first, is looking for a 3rd Line Engineer to join their Support Team. This is a fantastic opportunity to work in a dynamic, fast-paced environment where you’ll provide advanced technical support while delivering outstanding customer service.

The company prides itself on its flexible working culture, performance-based bonuses, and commitment to employee development. They truly value their team and foster a collaborative, innovative environment where everyone can thrive.

Here’s an overview of the role:

Key Responsibilities:

• Providing technical support to end users, handling everything from general queries to complex troubleshooting.

• Diagnosing and resolving technical issues using knowledge bases and other resources.

• Managing and prioritising support tickets, ensuring timely resolutions within SLAs.

• Delivering advanced technical support for backup and recovery systems, covering hardware, software, and networking.

• Logging and tracking all support activities in Zendesk and ensuring customers receive timely updates.

• Monitoring customer backups proactively and raising tickets for any detected issues.

• Administering and maintaining customer accounts and ITSM systems.

• Escalating unresolved issues to the appropriate support teams when necessary.

Key Skills & Experience:

• Strong experience in diagnosing and resolving technical issues at an advanced level.

• Excellent knowledge of server, network, and storage systems.

• Experience with enterprise backup and recovery solutions

• Familiarity with virtualisation technologies and cloud platforms

• Understanding of storage technologies, including SAN and NAS.

• Strong time management and problem-solving skills, with the ability to work under pressure.

• Excellent communication skills and the ability to engage with users at all levels.

• Previous experience working with ticketing systems and meeting SLAs.

This is a great opportunity for someone looking to further develop their expertise in a support-focused role within a company that values its people and encourages growth.

If this sounds like you or a position you'd like to move into, apply below to be considered TODAY!