Level 3 - Senior Engineer in Kingston upon Hull
The Level 3 Senior Engineer plays a critical role within our team, responsible for managing complex IT projects, resolving high-priority escalations, and providing technical expertise across the business. This is a senior position requiring in-depth knowledge of advanced networking, server management, cloud solutions, and cyber security. You will act as the final point of escalation for technical issues and lead on projects for new deployments, upgrades, and migrations.
We believe that people skills are just as important as technical skills, so we are not looking for technical experts who want to sit in a dark room. We need people who can communicate well with our customers and who can explain technical issues in very simple terms.
Think Cloud’s strong Cyber Security ethos should be kept in mind at all times.
Salary:
Salary:£40K + depending on experience
Reports To:
Managing Director
Key Responsibilities:
Escalation Management:
Serve as the highest point of escalation for advanced technical issues, supporting Level 1 and Level 2 engineers.
Troubleshoot complex hardware, software, and network issues efficiently to minimise downtime for clients.
Work closely with clients to resolve critical incidents, maintaining excellent communication throughout.deadlines.
Project Delivery:
Lead and implement IT infrastructure projects including server installations, cloud migrations, network upgrades, and cybersecurity solutions.
Manage the full project lifecycle, from planning and design to deployment, testing, and documentation.
Collaborate with clients and internal teams to deliver projects on time and within scope.
Technical Expertise:
Provide advanced support and guidance in areas including (but not limited to) Microsoft 365, Azure, VMware, Hyper-V, Windows Server, networking, firewalls, and security solutions.
Conduct system assessments, audits and recommend improvements to enhance clients' IT infrastructure.
Stay updated on industry trends, emerging technologies, and best practices to ensure the company remains competitive.
Client Relations:
Engage with key clients as a technical point of contact, providing a high level of customer service.
Offer consultancy on IT strategies, working with clients to understand their business needs and recommend tailored solutions.
Mentorship & Development:
Mentor and guide junior engineers (Level 1 and 2), helping them develop their technical skills and problem-solving abilities.
Share knowledge and best practices through internal training sessions and documentation.
Essential Skills & Experience:
Minimum 5 years of experience in an IT support or infrastructure role, with at least 2 years in a senior or Level 3 capacity.
Expert-level knowledge of:
Microsoft 365 and Azure Platforms
Microsoft Intune and Autopilot
Windows Server environments (Active Directory, Group Policy, DNS, DHCP, etc.).
Networking (firewalls, routers, switches, VLANs, VPNs).
Virtualisation technologies (Hyper-V, VMWare).
Backup and disaster recovery solutions.
Strong knowledge of cyber security principles and tools, such as firewalls, endpoint protection, and vulnerability management.
Experience leading IT projects from initiation to completion.
Excellent troubleshooting and problem-solving skills with a proactive and solutions-focused mindset.
Exceptional communication skills, both written and verbal, with the ability to explain technical issues in a clear and concise manner.
A clean UK driving licence and own vehicle
Desirable Certifications:
Microsoft Certified: Azure Solutions Architect / Azure Administrator / Microsoft 365 Expert.
Cisco Certified Network Associate (CCNA) or equivalent.
VMware Certified Professional (VCP).
ITIL Foundation or other relevant service management qualifications.
Personal Attributes:
A self-starter with the ability to work independently and take initiative.
Strong organisational skills and attention to detail.
Ability to handle high-pressure situations and meet deadlines.
A team player with a positive attitude and a willingness to share knowledge.
Key Performance Indicators (KPIs):
Incident Resolution: Resolve 90% of escalated incidents within SLA timeframes.
Project Delivery: Complete 95% of IT projects on time, within scope, and budget.
Customer Satisfaction: Achieve a customer satisfaction score of 95% or higher for escalations and project delivery.
First Contact Resolution: Resolve 80% of escalations at Level 3 without further escalation.
Technical Documentation: Maintain 100% accurate and up-to-date technical documentation for projects and escalations.
Knowledge, Skills, and Abilities Required:
Proven experience in a leadership role within customer success, account management, or service delivery, ideally within a managed IT services or technology environment.
Strong leadership and team management skills, with a demonstrated ability to drive performance and foster a customer-centric culture.
Deep understanding of IT solutions, including cloud services, cybersecurity, networking, and infrastructure management.
Excellent communication and interpersonal skills, with the ability to influence stakeholders and build trust with clients.
Strong problem-solving skills, with a proactive approach to identifying and resolving issues before they impact the customer.
Experience working with CRM and customer success platforms, with the ability to analyse customer data to drive decision-making.
Benefits:
Company Pension
20 Days Holiday plus Bank Holidays and your Birthday Off.
Private Health Care including Dental and Optical benefits
Company Laptop & Mobile Phone
Company Gatherings & Team Events
Only local candidates need to apply.
About You
Have what it takes
You know that being good isn't enough and have a love for learning new skills & techniques
Enthusiasm in all that you do
You love what you do & bring positive energy to the team, lifting others up if they are down.
Be remarkable
You're a great communicator who values being organised and well- presented.
Think different
You value inclusion - You're not afraid to speak up and share your ideas,
even if they are different from the norm.
Know how to succeed
You understand the importance of taking ownership of your own time
& tasks and value teamwork.
About Us
Our core values are what support our vision, shape our culture and reflect what we value most.
If you join the team, we expect you to embody our core values to help guide your decisions, actions and behaviours.
World-Class development..
To ensure that Think Cloud remains a leader in our industry, professional development is at the heart of what we do. We know that in order to be successful, our team need to have the skills and knowledge necessary to excel in their roles.
We provide world class training development covering
IQ - Skills Intelligence and Task-Aware
EQ - Emotional intelligence Others-Aware
PQ - Personal Intelligence Self-Aware.
The same tools are used inside Google, Microsoft, and other Fortune 500 Companies. All designed to help you sharpen your skills to be successful in your role.
Over Two Decades Trusted By Businesses
Our Journey To Think Cloud
Think Cloud is a multi award-winning "Britain’s 50 Best Managed IT Companies" team with over two decades of experience helping businesses,from Local Government, Education, Ministry Of Defence Supply Chain, Manufacturing, Engineering, and Financial sectors. We are now proud to support more than 150+ customers, working with a wide range of businesses that are the most innovative and creative in their respective fields.
To learn more about our story, check out this podcast where Dean, Scott, and Leon share stories on how Think Cloud was founded and the road ahead.
How to apply for this vacancy ....
Apply in writting via emailing your CV to HBTC (Hull Business Training Centre), our training, apprenticeships and recruitment partner :
Subject Line: Think Cloud - Level 3 Senior Engineer
To see what we are up to go follow our Linkedin page to- be- up- to date with everything Think Cloud
Take a look at our latest blog posts
-
The Hack Newsletter - Edition 43 | Think Cloud
-
The Hack Newsletter - Edition 42 | Think Cloud
-
The Rocket Ship for The Mind - Microsoft 365 Copilot
Sign-Up To Our Newsletter Which will land in your inbox each and every month