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IT Support Technician Purpose The role of IT Support Technician will lead and manage all day-to-day IT 2 and 3 line support activities for Schools. The IT Support Technician will liaise with School staff, the IT Service Desk and other 3 line support teams to identify, prioritise, own and resolve all IT support and service requests. The IT Support Technician will work closely with the Projects teams to assist with the seamless delivery of technology transition projects This position is a UK role and will be required to support other schools/sites as requested by the UK Service Delivery Manager. Key Responsibilities Provide 2 and 3 line support to UK School staff and students Support Transformation Projects Work alongside and support strategic technical delivery and IT Solutions Strategy Carry out routine BAU maintenance of all computer hardware and network services to maintain agreed availability. Respond to and resolve IT faults and requests through onsite visits and remote support tools to agreed service levels. Install and configure approved computer hardware and licensed software, following agreed policies and procedures. Maintain site documentation, including hardware and software inventories, to ensure accuracy of information, legal and financial compliance. Manage staff and student user accounts following agreed policies and procedures. Monitor and maintain server back-ups to ensure system and user data is protected and secure. Monitor IT (physical and network) security and report any risks or incidents to School Head teachers, IT Manager Any other reasonably requested duties Person Specification Exceptional customer service and communication skills, including written and verbal. Excellent interpersonal skills including communicating effectively and professionally with people at all levels of the organization. Effective communication skills in a technical respect with other IT professionals, and in non-technical terms with other colleagues Self-motivation, effective time management and the ability to work unsupervised. Must be able to use initiative and work under pressure, consistently employing a customer centric approach to resolving all IT issues. Demonstrable methodical problem solving, excellent analytical skills and creative thinking. Able to demonstrate good judgement and decision-making skills in resolving issues in challenging situations, knowing when to sign post, escalate and resolve issues. Experience in establishing new processes and procedures as well as following those already in place and always looking for improvements. A desire to, and demonstrable experience of supporting teaching and learning Project team member skills Effective engagement with IT service partners and 3rd parties A clean UK driving license. Technical Skills Windows Server 2012/2016 Windows 10 Active Directory support Office365 Microsoft Office 2013/2016 suites LAN & WAN technologies and protocols, including VLAN, wireless, DNS and DHCP. SIMS.net and SOLUS3 support AV and interactive boards and screens Shared printing solutions Desktop/Server Hardware support and troubleshooting Apple device management and support Experience Experience of working in a Service Desk environment (2nd - 3rd line support role) Experience of working in the education or similar sector is preferable. ITIL preferred but not essential. Key Competencies Role Specific Work Planning and Scheduling Time Management Listening and Organisation Training, Mentoring and Delegating Problem Identification and Solution Process Improvement Safeguarding Responsibilities To comply with safeguarding policies, procedures and code of conduct To demonstrate a personal commitment to safeguarding and student/colleague wellbeing To ensure that any safeguarding concerns or incidents are reported appropriately in line with policy. To engage in safeguarding training when required Remuneration Competitive salary Contributory pension scheme Private healthcare Life assurance School fee discount Professional development 25 days holiday (pro-rata'd to part time) You will be based between 2 schools in Milton Keynes. The salary will be circa £28K - £30K + Benefits. Please do send your CV to us in Word format along with your salary and notice period.

Missions principales 1. Administration systèmes et virtualisation Assurer l'administration et la maintenance du parc de serveurs Bonnes connaissances Azure requises Prendre en charge l'environnement de virtualisation VMware 2. Réseau et contribution transverse Développer ses compétences sur les problématiques réseau (VLAN, routage, pare-feu) en binôme avec le responsable Infrastructure Participer à réduire la dépendance de l'équipe à une seule personne sur les enjeux réseau critiques Travailler en coordination avec l'expert Microsoft et l'administrateur téléphonie sur les sujets communs 3. Documentation et transfert de connaissances Documenter de façon systématique les procédures, schémas et configurations — un réflexe essentiel pour ce poste Contribuer activement à l'enrichissement d'une base de connaissances partagée au sein de l'équipe 4. Amélioration continue Participer à l'automatisation des tâches d'exploitation Proposer des pistes d'amélioration sur la résilience et la sécurité de l'infrastructure Assurer une veille technologique sur les différents aspects de l'infrastructure système et de communication (matériels, logiciels, architecture, protocoles, modes de transfert) Support Contribuer aux actions de maintenance corrective en garantissant leur qualité Proposer des optimisations sur les ressources existantes et leur organisation Assurer le transfert de compétences et l'assistance technique auprès des équipes d'exploitation, et participer le cas échéant à leur formation Maintenance et sécurité Gérer les accès aux ressources du système d'information Assurer les évolutions et la maintenance des matériels, logiciels et systèmes Suivre les performances (seuils d'alerte, ajustement des ressources et produits du domaine)

Nous recherchons un(e) Cloud DevOps Engineer spécialisé(e) en Ansible et Python, capable d'intervenir sur des architectures cloud distribuées, hautement disponibles, résilientes et sécurisées. La mission s'inscrit dans un environnement technique exigeant, au sein duquel les solutions sont déployées directement dans les infrastructures privées des clients. Le poste combine des activités de déploiement, automatisation, architecture, intégration, maintenance, support technique et amélioration continue. Vous travaillerez en étroite collaboration avec les équipes d'exploitation et d'ingénierie afin d'automatiser et fiabiliser les processus de déploiement, de configuration et d'administration des applications. Activités principales Déploiement et intégration · Déployer et configurer des solutions Cloud Edge au sein des infrastructures privées des clients. · Garantir les exigences de sécurité, performance, disponibilité et scalabilité des environnements déployés. · Participer aux phases de conception et d'intégration des solutions. · Accompagner les équipes techniques partenaires sur les sujets d'architecture, dimensionnement, intégration et faisabilité. · Concevoir et mettre en œuvre des architectures distribuées adaptées aux contraintes des environnements clients. Automatisation & DevOps · Automatiser les processus de déploiement, configuration et administration des applications et infrastructures. · Développer et maintenir des scripts et playbooks d'automatisation. · Contribuer à l'amélioration et à la fiabilisation des pipelines CI/CD. · Industrialiser les processus opérationnels afin de réduire les interventions manuelles et les risques associés. · Participer à l'évolution des pratiques DevOps et Infrastructure as Code. Maintenance & évolutions · Planifier et réaliser les montées de version, upgrades et correctifs lors des fenêtres de maintenance. · Préparer les opérations de maintenance en limitant au maximum les interruptions de service. · Participer à l'évolution et à l'amélioration continue des solutions déployées. · Garantir la compatibilité et la stabilité des environnements lors des évolutions techniques. Support technique expert · Assurer un support technique de niveau 4 sur les environnements complexes. · Diagnostiquer et résoudre des incidents critiques et des problématiques techniques complexes. · Analyser les problèmes liés aux systèmes, réseaux, applications, infrastructures et composants distribués. · Collaborer avec les équipes R&D, support et opérations afin d'identifier les causes racines et mettre en œuvre des solutions pérennes. · Participer à l'amélioration continue de la qualité et de la résilience des solutions. Documentation & amélioration continue · Rédiger et maintenir la documentation technique relative aux architectures, déploiements et procédures opérationnelles. · Formaliser les bonnes pratiques et procédures d'exploitation. · Contribuer à l'automatisation et à l'optimisation des processus de déploiement et d'exploitation. · Participer aux activités de tests et de validation des solutions. Astreinte· Participer à une rotation d'astreinte 24/7 afin d'assurer la disponibilité et la continuité des services. · Intervenir sur les incidents critiques conformément aux procédures d'escalade et de support. Stack technique· Ansible, Python, Bash, Jenkins, Terraform, Git, REST API, GNU/Linux, Debian, HAProxy, VLAN, VPN, DHCP, DNS, CI/CD, VMware vSphere, KVM, LXC, Docker, Kubernetes, Proxmox, MariaDB, MongoDB, Redis, ZFS, OpenStack Swift, Prometheus, Grafana, AlertManager, Elasticsearch, Logstash, Kibana (ELK), Debian Packaging, JavaScript, Node.js, XMPP

Nous vous invitons à relever de nouveaux challenges et à évoluer sur des projets d'expertise et d'innovation en prenant part à l'aventure Econocom. A travers sa marque Workplace Infra Innovation, l'activité Services en région Grand Est accompagne plus de 40 clients grands comptes et institutions publiques dans tout secteur d'activité dans la transformation de leur système d'information, à travers la mise à disposition de moyens humains et techniques. Ce qui vous attend : Au sein d'un grand groupe du secteur pharmaceutique, vous rejoignez une prestation d'infogérance. Vous contribuez à l'amélioration continue et à la satisfaction client, dans un contexte bilingue (français/anglais) exigeant. Vos responsabilités : Maintien en condition opérationnelle • Assurer la maintenance et l'administration du réseau du site client. • Maintenir les équipements réseau (Cisco, Hirschmann, WiFi, WAN, etc.). • Garantir la disponibilité du réseau en réalisant des interventions physiques sur site. • Être force de proposition pour optimiser les performances réseau et les processus. • Collaborer avec le groupe global pour le suivi opérationnel. Gestion des incidents et des demandes • Traiter les incidents, demandes de service et projets techniques locaux. Documentation et reporting • Respecter les normes qualité pharmaceutiques (BPF) et les procédures documentaires. • Utiliser les outils internes pour le pilotage des activités. L'environnement technique : Cisco, Hirschmann, VLAN, WAN, WiFi, Windows Server detection Ce que nous vous proposons : Valeurs : en plus de nos 3 fondamentaux que sont l'audace, la bonne foi et la réactivité, nous garantissons un management à l'écoute et de proximité, ainsi qu'une ambiance familiale Contrat : en CDI, avec un démarrage selon vos disponibilités (nous acceptons les préavis) Localisation : prestation de client grand compte sur Fegersheim Package rémunération & avantages : • Le salaire : rémunération annuelle brute selon profil et compétences • Les basiques : mutuelle familiale et prévoyance, titres restaurant, remboursement transport en commun à 50%, avantages du CSE (culture, voyage, chèque vacances, et cadeaux), RTT (jusqu'à 12 par an), plan d'épargne, prime de participation • Nos plus : forfait mobilité douce & Green (vélo/trottinette et covoiturage), prime de cooptation de 1000 € brut, e-shop de matériel informatique à des prix préférentiels (smartphone, tablette, etc.) • Votre carrière : plan de carrière, dispositifs de formation techniques & fonctionnels, passage de certifications, accès illimité à Microsoft Learn • La qualité de vie au travail : télétravail avec indemnité, évènements festifs et collaboratifs, accompagnement handicap et santé au travail, engagements RSE Référence de l'offre : e4tjk1d428

Almatek recherche pour l'un de ses clients, un Expert Telecom OSS Mediation sur Bordeaux Description détaillée : -Maitrise fonctionnelle de l'OSS dans les Télécoms pour les réseaux internet et téléphonie fixes et Mobiles o Pour la Collecte des Données Réseau : Collecte de données massives et Mediation des données Réseau pour assurer l'Observabilité et la Supervision de la téléphonie fixe, VoIP, RAN (Radio Access Network) Enjeux : Fiabilité et qualité de la donnée réseau collectée (volumétrie, intégrité, disponibilité des flux) o Pour les Réseaux et Services : Outils et Référentiels d'inventaire réseau pour permettre l'administration et la configuration d'équipements Enjeux : Disponibilité 24/7, réduction du MTTR (Mean Time To Repair), automatisation du run, performance opérationnelle -Maitrise Technique o DevOps / CI/CD o Réseaux IP, VLAN, VPN o Protocoles Réseaux : TCP/IP, DNS, DHCP, SMTP, FTP, HTTP/HTTPS o Outils spécifiques : Mediation Zone de Digital Route (Mediation vers le Performance et Fault Management) et BMC Helix de AmDocs (ITSM et AIops) Compétences techniques : Réseau Télécom OSS - Expert - Impératif Mediation OSS - Expert - Impératif

Dubbing Brothers est un acteur mondial de référence dans le doublage, la postproduction et la localisation de contenus audiovisuels pour les plus grands studios et plateformes internationales (Netflix, Disney, Apple, HBO, Amazon, etc.). Présent dans plus de 9 pays, le groupe s'appuie sur des infrastructures technologiques de pointe, sécurisées et en constante évolution, afin de garantir des services innovants, performants et conformes aux plus hauts standards de l'industrie audiovisuelle. Description du poste Dans le cadre du renforcement de notre département IT en France, nous recrutons un Ingénieur Systèmes, Réseaux, Cybersécurité & Stockage. Poste à pourvoir immédiatement. Vous intégrerez une équipe Infrastructure & Production IT intervenant sur des environnements critiques de production audiovisuelle, de postproduction et de stockage média à haute disponibilité. Vos missions : Cybersécurité • Contribuer activement à la mise en œuvre et à l'amélioration continue des mesures de protection du système d'information : pare-feu, prévention des intrusions, supervision sécurité, EDR, antivirus, contrôle des accès et gestion des vulnérabilités • Participer à la détection, l'analyse et la réponse aux incidents de sécurité en lien avec les outils de supervision et les partenaires SOC • Participer aux analyses de vulnérabilités, campagnes de patch management et déploiement des correctifs de sécurité • Contribuer au durcissement des infrastructures, à la sécurisation des flux et à l'amélioration continue des bonnes pratiques sécurité Gouvernance & conformité • Participer activement aux démarches de conformité et de certification du groupe (ISO 27001, TPN, politiques sécurité, audits clients) • Contribuer à l'implémentation, la diffusion et l'amélioration des politiques et procédures de sécurité • Participer aux audits internes et externes ainsi qu'aux actions d'amélioration continue du SMSI Administration systèmes & infrastructures • Administrer et maintenir les infrastructures serveurs Windows et Linux • Participer au déploiement, à la configuration et à l'évolution des environnements virtualisés (VMware, Hyper-V) • Assurer le maintien en condition opérationnelle des infrastructures critiques et participer à l'automatisation des tâches d'administration • Contribuer à la supervision, à l'optimisation des performances et à l'amélioration continue de la disponibilité des services Stockage & infrastructures média • Participer à l'administration et à l'évolution des infrastructures de stockage haute performance dédiées aux workflows de postproduction et de production audiovisuelle • Intervenir sur des environnements Dell EMC PowerScale / Isilon, Avid Nexis, SAN et NAS • Participer à la gestion des performances, de la réplication, de la disponibilité et de la sécurisation des données de production • Contribuer aux projets d'évolution des infrastructures de stockage et aux architectures média à forte volumétrie Réseaux & connectivité • Administrer et maintenir les infrastructures réseau du groupe : LAN, WAN, VLAN, VPN, Wi-Fi, firewalling et interconnexions multi-sites • Participer à la conception et à l'évolution des architectures réseau et datacenter • Superviser les équipements réseau et intervenir en cas d'incident, de dégradation de performance ou de problématique de disponibilité • Contribuer à l'amélioration de la segmentation réseau, de la sécurisation des flux et de la résilience des infrastructures

Network Engineer with Security and Cisco – City London Our Client urgently requires a Senior Network Engineer with heavy background in Network Security on Cisco and Microsoft. You must have experience of working in a banking environment. The security and support of the company's network is paramount. Predominately a support role (BAU) with design of scalable solutions deliverable through projects. Encompassing numerous technologies that benefit high-availability solutions. This role requires a responsible individual who can design and deliver secure networking solutions. Fast thinker who can diagnose, assist others and remediate BAU support issues. Main Aspects of the role: -Work within Infrastructure team in supporting and delivering all aspect of BAU and support services -Design, build and implement firewall solutions from perimeter to DMZ roles -Support IPS deployment for European branches -Develop, maintain and deliver global standards to all networking devices -Remediate Penetration Test results -Ensure seamless migration of network estate to newly adopted security framework General Skills -Experience working within mission-critical environments -Experience in operational deployments -Datacentre cabling and racking of equipment Technical Skills you need to bring to the table: -In-depth knowledge of CISCO including firewalls, switches and routing protocols -In-depth knowledge of supporting a data-centre and branch inter-connectivity -Strong technical skills are essential -Experience of CISCO multi-layer switches and routers, including 6500s -CISCO certification, ideally CCNP -CISCO CSM -VLAN segregation -McAfee HIPS, Trend Micro -Centralised authentication service (AAA) -SafeNet Ethernet Encryptor -RADIUS / RSA -Security certification (advantageous) You will also need to an understanding of the following technologies: VLAN segregation. DMZ. VSS. Failover. OSPF. High availability. CISCO. Palo Alto. Juniper. McAfee IPS. SafeNet. Tripwire. You will ideally be coming with experience from a City based investment bank. Salary for this role is between £50K and £60K plus banking benefits. Please send your CV to us in Word format along with salary and availability.

Senior Network Specialist with Security and Cisco – City London Our Client urgently requires a Senior Network Specialist with heavy background in Network Security on Cisco and Microsoft. The security and support of the company's network is paramount. Predominately a support role (BAU) with design of scalable solutions deliverable through projects. Encompassing numerous technologies that benefit high-availability solutions. This role requires a responsible individual who can design and deliver secure networking solutions. Fast thinker who can diagnose, assist others and remediate BAU support issues. Main Aspects of the role: -Work within Infrastructure team in supporting and delivering all aspect of BAU and support services -Design, build and implement firewall solutions from perimeter to DMZ roles -Support IPS deployment for European branches -Develop, maintain and deliver global standards to all networking devices -Remediate Penetration Test results -Ensure seamless migration of network estate to newly adopted security framework General Skills -Experience working within mission-critical environments -Experience in operational deployments -Datacentre cabling and racking of equipment Technical Skills you need to bring to the table: -In-depth knowledge of CISCO including firewalls, switches and routing protocols -In-depth knowledge of supporting a datacentre and branch interconnectivity -Strong technical skills are essential -Experience of CISCO multilayer switches and routers, including 6500s -CISCO certification, ideally CCNP -CISCO CSM -VLAN segregation -McAfee HIPS, Trend Micro -Centralised authentication service (AAA) -SafeNet Ethernet Encryptor -RADIUS / RSA -Security certification (advantageous) You will also need to an understanding of the following technologies: VLAN segregation. DMZ. VSS. Failover. OSPF. High availability. CISCO. Palo Alto. Juniper. McAfee IPS. SafeNet. Tripwire. This is a contract role for up to 18 months to start immediately. Please send your CV to us in Word format.

Contexte de la mission Dans le cadre de programmes de transformation Cloud de grande envergure, l'Infrastructure Migration Expert Senior accompagne les grands comptes dans la migration de leurs infrastructures et applications vers des environnements cloud modernes. Il intervient depuis la phase d'évaluation des environnements existants jusqu'au suivi post-migration (Hypercare), en pilotant l'ensemble du programme de migration et en assurant la coordination des différentes équipes techniques et métiers. Missions principalesPilotage des programmes de migration Définir la stratégie de migration cloud. Réaliser les phases de découverte, d'analyse et d'évaluation des environnements existants. Concevoir les feuilles de route de migration. Piloter les migrations de bout en bout. Assurer les décisions Go / No-Go lors des étapes critiques. Superviser la phase d'Hypercare après migration. Expertise Cloud & Infrastructure Accompagner les migrations vers : AWS Microsoft Azure Google Cloud Platform (GCP) Oracle Cloud Infrastructure (OCI) Clouds privés Définir les architectures cibles. Accompagner la modernisation des infrastructures legacy et on-premise. Gouvernance & Management Piloter des équipes multidisciplinaires : Réseau Infrastructure Sécurité Applications FinOps Gérer les risques et plans de remédiation. Assurer le reporting auprès des directions IT et des sponsors métiers. Définir et suivre les SLA, KPI et indicateurs de succès. Conseil & Relation Client Être l'interlocuteur privilégié des DSI et des directions métiers. Accompagner les clients dans leurs choix technologiques. Participer au développement des méthodologies et assets de migration Accenture. Compétences techniques requisesCloud & Migration AWS, Azure, GCP, OCI Cloud privé Stratégies de migration à grande échelle Outils de migration AWS MGN Azure Migrate CloudEndure AWS DMS Velero VMware HCX Nutanix Infrastructures VMware Red Hat OpenShift Stockage SAN / NAS Sauvegarde Supervision d'infrastructure Data Centers Systèmes Linux Administration Windows Server Administration Troubleshooting Cloud & Infrastructure Réseau VLAN Routage Sous-réseaux Pare-feu VRF VMware NSX Sécurité & Gouvernance IAM Chiffrement Audit & Logging Gouvernance Cloud Directive NIS2 Conformité et gestion des risques

Senior Network Engineer with Security and Cisco – City London Our Client urgently requires a Senior Network Engineer with heavy background in Network Security on Cisco and Microsoft. The security and support of the company's network is paramount. Predominately a support role (BAU) with design of scalable solutions deliverable through projects. Encompassing numerous technologies that benefit high-availability solutions. This role requires a responsible individual who can design and deliver secure networking solutions. Fast thinker who can diagnose, assist others and remediate BAU support issues. Main Aspects of the role: -Work within Infrastructure team in supporting and delivering all aspect of BAU and support services -Design, build and implement firewall solutions from perimeter to DMZ roles -Support IPS deployment for European branches -Develop, maintain and deliver global standards to all networking devices -Remediate Penetration Test results -Ensure seamless migration of network estate to newly adopted security framework General Skills -Experience working within mission-critical environments -Experience in operational deployments -Datacentre cabling and racking of equipment Technical Skills you need to bring to the table: -In-depth knowledge of CISCO including firewalls, switches and routing protocols -In-depth knowledge of supporting a data-centre and branch inter-connectivity -Strong technical skills are essential -Experience of CISCO multi-layer switches and routers, including 6500s -CISCO certification, ideally CCNP -CISCO CSM -VLAN segregation -McAfee HIPS, Trend Micro -Centralised authentication service (AAA) -SafeNet Ethernet Encryptor -RADIUS / RSA -Security certification (advantageous) You will also need to an understanding of the following technologies: VLAN segregation. DMZ. VSS. Failover. OSPF. High availability. CISCO. Palo Alto. Juniper. McAfee IPS. SafeNet. Tripwire. You will ideally be coming with experience from a City based investment bank. Salary for this role is between £60K and £70K plus banking benefits. Please send your CV to us in Word format.

Desktop Support Analyst – Bank in the City London Our Client is an International Bank with its European Head Office based int eh City London. They are looking to recruit a Desktop Support Analyst with at least 5 to 8 years proven expertise within Desktop Support. The Support team operate a rota to cover the core hours from 7.30 am to 6.00 pm Monday to Friday. You will be working as a part of the Service Support Team and as such providing Desktop Support to around 130 users across several countries in Europe with the bulk in the City London. This position will require you to have experience in hardware builds for both PC's and Servers along with software installations and upgrades. It will also include login permissions along with training users in the use of software. The focus of the role will be to take control of all issues and problems raised by users and ensure that they are clearly documented and followed up with the appropriate action to resolve them within the Support Team. The Client uses Cisco and Microsoft platforms so you need to have experience of both Cisco and Microsoft software. In terms of the types of software the Client uses – the following is a list of the various software and tools that they would like you to have experience of: -In-depth knowledge of CISCO including firewalls, switches and routing protocols -In-depth knowledge of supporting a data-centre and branch inter-connectivity -Strong technical skills are essential -Experience of CISCO multi-layer switches and routers, including 6500s -CISCO certification, ideally CCNP -CISCO CSM -VLAN segregation -McAfee HIPS, Trend Micro -Centralised authentication service (AAA) -SafeNet Ethernet Encryptor -RADIUS / RSA -Security certification (advantageous) You will also need to an understanding of the following technologies: VLAN segregation. DMZ. VSS. Failover. OSPF. High availability. CISCO. Palo Alto. Juniper. McAfee IPS. SafeNet. Tripwire. This is a permanent role and salary for this position is between £45K - £50K. Please send your CV to us in Word format.

Job Title: IT Support Engineer - Third Line Location: Manchester Salary: £40,000 - £50,000 per annum DOE Job Type: Full Time, Permanent At Netteam tX, we recognize and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centered around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great. About the role: You will provide senior third Line technical support across Netteam's managed client base, acting as the technical escalation point for complex incidents, recurring problems and engineering-level change. You will own advanced investigation through to resolution, drive Root Cause Analysis and Problem Management, and work with vendors and internal teams to deliver permanent fixes, reduce repeat demand and improve service resilience. You will maintain clear technical documentation and provide knowledge transfer to enable resolution at the lowest appropriate support tier. Responsibilities: Own complex First Line and Second Line escalations in the PSA system, with complete technical evidence, time entries, dependencies and next actions Lead advanced diagnosis and resolution across infrastructure, Microsoft cloud, networking, security, backup/DR and telephony, prioritised to SLA and customer impact Provide clear and timely customer updates throughout complex incidents, Problems and engineering activity Own assigned Problem records, identify recurring incidents, complete Root Cause Analysis, and maintain Known Errors and workarounds Validate escalations, provide technical guidance, and return those that do not meet agreed escalation standards Deliver permanent remediation through configuration change, scripting, automation, upgrades and vendor engagement, following Netteam change and security controls Maintain accurate IT Glue documentation and create technical knowledge, RCA and Known Error content to support effective shift-left Provide senior technical support during Major Incidents, including diagnosis, recovery validation and Post Incident Review / RCA activity Identify recurring demand, technical debt, security weaknesses and resilience risks, and propose improvements that reduce repeat incidents Work with AI & Automation to automate repeatable technical fixes and manual activity where appropriate Lead vendor and third-party technical engagement on complex issues while retaining ownership through to resolution Plan and prioritise BAU escalations, Problems, scheduled engineering activity and proactive service improvement Provide out-of-hours support to our clients on a rota basis, including critical technical escalation and clear handover Maintain Information Security, ISMS, data protection and change-control requirements and escalate material technical or security risk About you: Experience: Ability to work independently, take technical ownership and drive complex issues through to resolution IT related degree or relevant industry qualifications are highly desirable Demonstrable experience in senior second Line, third Line, infrastructure or MSP support, owning complex technical escalations Strong structured troubleshooting skills, including log analysis, evidence-based diagnosis and root-cause thinking Experience with Autotask, Datto RMM and IT Glue, including monitoring, scripting, time recording and technical documentation Experience of Problem Management, Root Cause Analysis, Known Error / knowledge creation and remediation validation Experience supporting Major Incidents and vendor or third-party technical escalations Detailed experience of Microsoft Windows Server/Desktop environments, Active Directory, Group Policy, DNS and DHCP Detailed experience with Microsoft 365, Azure and related technologiesExchange Online Microsoft Entra ID / Azure Active Directory and hybrid identity Conditional Access / MFA Microsoft Intune / Mobile Device Management Microsoft Defender, Information Protection / DLP Detailed experience with Backup/DRaaS technologies, Azure IaaS and restoration / recovery processes Strong networking knowledge including TCP/IP, DNS, DHCP, firewalls, routing/switching and monitoring Knowledge of S2S/P2S VPN, VLAN, LACP, NAT/PAT/ACLs, SSL Certificates, WatchGuard, Voice/3CX and email security is desirable Current and valid UK driving licence is desirable; PowerShell or equivalent scripting capability would be advantageous Experience of working within an MSP and/or Hospitality environment is advantageous but not essential Personal Attributes: Friendly, professional and credible with technical and non-technical clients Technically curious and proactive, with a strong drive to research unfamiliar technologies and improve solutions Strong written and verbal communication skills with the ability to explain complex technical issues clearly Recognizes the importance of frequent and clear communication during incidents, escalations and dependency-driven work Analytical and evidence-led, focused on identifying underlying causes rather than repeatedly treating symptoms Actively shares knowledge and supports First and Second Line development without creating technical silos Disciplined, with the ability to prioritise and execute technical tasks effectively under pressure Accountable and outcome-focused, taking ownership through to validated resolution Note: This description is not intended to establish a total definition of the job but an outline of the duties. In line with our recruitment policy and client expectation, some roles will be subject to a basic DBS disclosure. Please click on the APPLY button to send your CV and Cover Letter for this role. Candidates with experience of: Infrastructure Engineer, Windows Server Infrastructure Engineer, Server Support Technician, ICT Systems Engineer, 3rd Line Support, Field Support Technician, Technical Support Engineer, 3 Line Support Engineer may also be considered for this role.