Level 3 Support Engineer | Cambridge (Hybrid)

Job Specification

Hello, we are inTEC

Our group, spanning the UK and Ireland, consists of over 200 technology and communications experts committed to helping organisations work smarter through technology.

We operate across multiple sites, specialising in IT Support, Cloud, Cyber Security, Professional Services, Communications, and Infrastructure, providing a comprehensive and independent technology consultancy service.

We aim to assist organisations in understanding and extracting genuine value from their technology systems and investments. By collaborating with renowned brands across various sectors, as well as numerous independent and state schools, we integrate design, processes, and technology to achieve organisational goals and deliver outstanding client experiences.

Our clients enjoy technology services that blend the expertise and scale of a large organisation with the personal touch and sentiment of a family-run business.

Role Profile

To provide expert technical support for day to day client technical issues as well as 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.

Day-To-Day 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 on a regular basis, 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 into a Change Advisory Board & part responsible for managing change & risk on the service desk
• There will be a need to visit client sites on a regular basis, in and around the Cambridge area

Qualifications & 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
• 7+ 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.

Recruitment Process

We want the best people to join our team.

It’s important that you are yourself when we interview you, so we can see the best of you. We know interviews can be nerve-wracking and we will always put candidates at ease.

Our interviews are a two-stage process. We always invite you to meet the team which you will be joining and have a look around our offices.

We also want YOU to ask US questions, so please come prepared with relevant questions.

Good luck!

Our Values

Here at inTEC, we pride ourselves on our strong brand values which are reflected in the work our brilliant team does every day:

• We are curious.
• We are determined.
• We are open.

Our Community

Corporate Social Responsibility is very important to our business and our team. We consider it from three distinct perspectives:​

• Community – helping people understand the role we play within the community and contributing our expertise to enhance the work of charities, sports clubs and volunteer groups;
• People – finding and developing great people throughout their inTEC journey;
• Environmental Management – managing our impact on the environment in a responsible and ethical manner.

Over the years, we’ve helped many charities, schools, universities, grassroots sports clubs and local organisations with free technology support, advice and training, corporate sponsorship and fundraising events.

Our Culture

Across all of our UK and Irish sites, we have a team of Culture Champions who are here to make inTEC a great place to work. The friendly team help to organise events including everything from Summer barbecues and Christmas parties to online quizzes and coffee ‘n’ cake mornings! We plan a 12-month calendar of fun events of which we hope you will really enjoy taking part.

Here at inTEC, we know that a fully engaged team is a happier, stronger and more efficient team!

Next Steps

Please email your CV and covering letter or any queries you may have to our Recruitment Team at: recruitment@intecbusiness.co.uk

Discover more about inTEC at weareintec.co.uk.