3rd Line Engineer

Summary

Join Impact IT as a 3rd Line Engineer in a fully remote, full-time position! You will provide 3rd-line support, mentor junior engineers, and contribute to project success. This role requires 5+ years of 3rd-line experience and expertise in networking, servers, and various operating systems. The position offers a competitive salary, 30 days of paid holiday, and the opportunity for professional growth. The ideal candidate is highly organized, a strong communicator, and a team player. Apply only if you are available for full-time remote work as an independent contractor.

Requirements

• 3rd Line experience for 5+ years
• Experience working within an Managed IT Service Provider for 3+ years
• Advanced networking, servers, VM, Hyper-V, and VPN expertise
• Proficiency in Microsoft, Apple, Google, and Linux foundational stacks
• Service delivery and management methodologies knowledge
• Strong communication skills (written and oral)
• Highly organised with a strong attention to detail
• Strong client relationship management skills
• Ability to "think outside the box" and step in when necessary
• Demonstrate passion to continually develop
• Act with integrity in all you do
• Think creatively, outside of the box
• Work well as a part of a team
• Treat yourself with respect and those around you
• Service delivery and management methodologies
• Organisation and time management methodologies
• Advanced Networking, Server, VM, Hyper V and VPNs and foundational stack (Microsoft, Apple, Google, Linux)
• Client relationship management
• Strong understanding of helpdesk delivery processes, Connectwise and utilised internal tool sets for delivery

Responsibilities

• Provision 3rd Line support services and assist with ticket escalations
• Provide guidance and coaching to junior engineers
• Work to meet and exceed KPIs and improve systems
• Participate in projects to ensure successful delivery
• Continuously seek ways to improve yourself and our processes
• Provision of 3rd Line support services, and assistance as required on escalation of tickets from junior engineers, and on projects, to ensure the successful delivery of services
• Providing assistance and coaching to team members as needed
• Working to meet and exceed on set KPIs and looking for ways to improve themselves and systems

Preferred Qualifications

• Familiarity with tools like ConnectWise PSA, NinjaRMM, and Barracuda
• Experience with ordering hardware and delivering projects autonomously
• Knowledge of Microsoft Intune/MDM and DLP solutions like Purview
• Interest in / experience with using AI / LLM’s within IT support for efficiency and improvements to service
• A passion for personal development in technical and professional skills

Benefits

• $2500 per month*
• Full-time, fully remote role
• 30 days of paid holiday (including bank holidays), with holiday utilisation reflected in annual day rate increases