IT Services

Job purpose

This is a 3rd level position providing in-depth support on customer infrastructure as well as acting as team lead and an escalation point for 1st and 2nd level support.


  • Providing 3rd Level Support to a broad range of clients and a broad range of technologies.
  • Accepting escalations from Level 1 & 2 engineers.
  • Acting as a team lead to lower level engineers providing tuition and advice.
  • Working with the team and management to develop processes and solutions.
  • Responsible for ensuring that they comply with all ISMS Policies and Procedures within Trilogy and support the ISMS continuous improvement process. Level 3 & 4 Engineers should act as a role models within the organisation regarding the ISMS system.

Essential Skills

  • Ability to communicate well with all levels of staff at client sites.
  • Quickly build rapport and gain client confidence.
  • Work individually and as a team.
  • Be able to follow company procedures and methods.
  • Available to work out of hours / weekends if necessary.
  • Be a logical thinker.
  • Have a proven track record in trouble shooting and problem solving.
  • Be able to utilise all tools available to resolve 95% of issues at the first time of asking.
  • Ability to quickly learn new products.

Education and Experience

  • Microsoft Windows Server
  • VMWare ESXi, HyperV (Citrix Xen an advantage)
  • Exchange Server 2007/2010/2013
  • Active Directory
  • Office 365
  • Some SQL Server Experience Helpful
  • Firewall/Routers (Cisco/Checkpoint/Fortigate)
  • WAN configurations – Site to Site VPNs Routing / NAT configurations
  • Strong networking skills (Good understanding of TCP /IP and ISO Model)
  • Good understanding of Server and Storage hardware (i.e. RAID sets on servers, SANS, tape drives).
  • MCITP / VCP Preferable but not necessary
  • Private/Public/Hybrid cloud experience is essential.