3rd Line Infrastructure Engineer

3rd Line IT Support Engineer Are you a seasoned IT professional with a passion for solving complex technical issues and providing top-tier support? Do you thrive in a dynamic environment where innovation and collaboration are key? If so, we have an exciting opportunity for you as a 3rd Line IT Support Engineer We pride ourselves on driving digital transformation in the legal industry and supporting some of the largest law firms globally. What We Offer: A newly renovated, state-of-the-art office in Central London. Excellent opportunities for development and training. Outstanding benefits including a contributory pension plan, healthcare insurance, and enhanced maternity and paternity leave. A friendly and inviting work environment with flexible working arrangements. Additional perks like an Employee Assistance Programme, Electric Vehicle Salary Sacrifice, Cycle to Work Scheme, and regular company social events. Duties and Responsibilities: Collaborate with Level 1 and 2 IT support teams globally to provide top-class support to end users. Assist in designing, monitoring, troubleshooting, and supporting our IT environments. Serve as the point of escalation for user support requests via our service desk ticketing system. Play a key role in planning and executing IT projects. Document processes and procedures, and help review and enhance existing documentation. Deploy patches on hardware, software, networks, and environments, supporting the architecture and integration of technical solutions. Maintain high standards in ISO 27001 and Cyber Essentials Plus accreditation. Research and document major incidents and problems, developing complete documentation and Root Cause Analyses (RCAs). Requirements: Key Skills and Experience: Proficiency in Windows 10, macOS, Linux, and the Office 365 suite. Experience with AWS, Microsoft Azure, and Microsoft O365 platform services. Knowledge of Windows Server technologies, including Microsoft Hyper-V and/or VMware. Understanding of iSCSI, file storage technologies with availability clustering and failover management. Advanced knowledge of networking, connectivity, VPN technologies, and firewalls. Hands-on experience with IT hardware and software installation, modification, maintenance, and repair. Familiarity with Microsoft Intune or other MDM tools. Expertise in Windows PowerShell or other scripting languages. Experience with MS DPM, Azure backups, and other backup solutions. Proficiency with ticketing solutions like HaloIT or JIRA, serving as an escalation point for incident resolution. Strong documentation skills (reports, policies, procedures, workflows). Desirable Qualifications: ITIL v4 Foundation. Certifications such as MCSE/MCITP or equivalent. CCNA and/or CCNP. Prince 2 and/or Agile. Knowledge of ISO 27001. We will support you in achieving these qualifications during your employment with us and provide any other training you need or desire.