3rd Line Support Engineer - Real Technical Solutions : Job Details

3rd Line Support Engineer - Gatwick, West Sussex / Hybrid

£35,000 - £40,000 plus excellent benefits / 3 days per week in their Gatwick based office

A leading professional services company seek an experienced 3rd Line Support Engineer / Windows Server Engineer to work on a variety of projects, helping their clients harness the full potential of Amazon Web Services (AWS) and other Support technologies.

Due to level clients they work with, having SC Clearance is desirable but you must at least be willing to go through it, if not obtained already.

As the 3rd Line Support Engineer / Windows Server Engineer you will be responsible for supporting cloud infrastructures and the Service Desk, covering both BAU and project based work - this role could also suit an experienced engineer with strong Windows Server technical skills with some AWS, who is willing to build their cloud / AWS knowledge, any Linux knowledge would be a bonus.

Key Responsibilities for the 3rd Line Support Engineer / Windows Server Engineer:

• Monitor and manage AWS resources (CloudWatch) optimising for performance, cost, and security.
• Implement and maintain security best practices, ensuring data protection and compliance with industry standards.
• Identify and resolve technical issues, providing root cause analysis and preventative solutions.
• Develop and maintain automation scripts and workflows to streamline operational tasks.
• In time you will work closely with cross-functional teams, including developers, DevOps engineers, and other stakeholders, to ensure smooth project delivery.

Othe responsibilities for the 3rd Line Support Engineer / Windows Server Engineer:

• Maintain comprehensive documentation of AWS environments, configurations, and processes.
• Take calls, answer emails and correspond with customers using our Service Management tool - high standards and complex tickets.
• Accurately log, categorise, prioritise and assign tickets.
• Collaborate effectively with client and other providers.
• Create and update knowledge articles.
• Diligently follow agreed processes.
• Manage and follow-up tickets and queues to ensure SLAs are met.
• Make configuration changes to the Service Management tool.
• Carry out detailed testing of own, and others’, configuration changes.

Qualifications and other requirements for the 3rd Line Support Engineer / Windows Server Engineer:

• Ideally a Bachelor’s degree in computer science, information technology, Business Studies, or a related field.
• Relevant AWS certifications or working towards (training can be provided).
• Ideally 1-2 years minimum proven experience as an AWS Engineer or similar role, but must be a Windows expert.
• Understand, and be able to deliver, exceptional customer service.
• Highly organised, ensuring all follow-up actions are completed.
• Able to manage personal workload and multiple tasks.
• Methodical, accurate and thorough; even under pressure.
• Flexible, team player - willing to undertake a variety of roles and challenges.
• Previous service desk or Service Management experience desirable.
• Excellent problem-solving skills and the ability to work in a fast-paced environment.

3rd Line Support Engineer - Gatwick, West Sussex / Hybrid

£35,000 - £40,000 plus excellent benefits / 3 days per week in their Gatwick based office