Ofertas › Planet Recruitment
Planet Recruitment · Manchester, United Kingdom · £40,000 - 50,000 per year
Salary: £40,000 - 50,000 per year Requirements: Demonstrable experience in a senior 2nd Line, 3rd Line, Infrastructure or MSP environment, with responsibility for complex technical escalations. Strong hands-on networking experience, including TCP/IP, DNS and DHCP, routing and switching, firewalls, VLANs, VPNs, NAT/PAT, ACLs, and network monitoring and troubleshooting. Experience with S2S/P2S VPNs, LACP, SSL certificates and enterprise firewall technologies. Experience with WatchGuard or comparable firewall platforms is desirable. Strong structured troubleshooting skills, including log analysis, evidence-based diagnosis and root-cause thinking. Ability to work independently, take technical ownership and drive complex issues through to resolution. Detailed experience supporting Microsoft Windows Server/Desktop environments, Active Directory, Group Policy, DNS and DHCP. Detailed experience with Microsoft 365, Azure and related technologies, including Exchange Online, Microsoft Entra ID / Azure AD, hybrid identity, Conditional Access and MFA, Microsoft Intune / MDM, Microsoft Defender, and Information Protection / DLP. Detailed experience with Backup/DRaaS technologies, Azure IaaS and restoration/recovery processes. Experience with Problem Management, Root Cause Analysis, Known Errors, knowledge creation and remediation validation. Experience supporting Major Incidents and managing vendor/third-party technical escalations. Experience with Autotask, Datto RMM and IT Glue, including monitoring, scripting, time recording and technical documentation. Strong communication skills, with the ability to explain complex technical issues clearly to both technical and non-technical stakeholders. Ability to manage competing priorities and work effectively in a customer-focused MSP environment. Responsibilities: Own complex 1st and 2nd Line escalations within the PSA system, ensuring comprehensive technical evidence, time entries, dependencies and next actions are documented. Lead advanced diagnosis and resolution across infrastructure, Microsoft cloud, networking, security, backup/DR and telephony. Provide clear and timely customer communication throughout complex incidents, Problems and engineering activity. Own assigned Problem records, identify recurring incidents, complete Root Cause Analysis and maintain Known Errors and workarounds. Validate escalations, provide technical guidance and ensure tickets meet agreed escalation standards. Deliver permanent remediation thr