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3rd Line IT Support Engineer

deeserve in Loughborough
Permanent, Full-time


deeserve in Loughborough

Full job description

About deeserve

deeserve is a fully managed IT services provider based in Normanton on Soar, Leicestershire.

We build and manage IT infrastructure for businesses of all sizes; our comprehensive services include 24/7 server, network, and IT support, as well as IT consultancy. We support and manage IT infrastructures at our clients' sites as well as in data centres.

Key Responsibilities

You will be working as part of a small team, supporting our clients’ IT networks on a day to day basis. You will also be assisting with new server and network projects, whether that’s designing and installing a new network from scratch to deploying additional servers.

We manage every aspect of a client’s IT network, so you will be working with a wide range of technologies. Our clients are based all over the UK (with some offices and data centres abroad), so you will need to be prepared to travel and have a full UK driving license.

  • Respond to support requests from our fully managed IT support clients, remotely and on-site (either at the client's premises or our data centre racks). This includes server, network, and user support.
  • Ensure our strict SLAs are met.
  • Be an escalation point internally for the support team on advanced support problems.
  • Provide proactive support, making use of our comprehensive monitoring system including regular checks for trends, responding to any alerts, and generating reports.
  • Assist with new installations and project work.
  • Engage in regular client meetings, both remotely via Microsoft Teams and on-site.

Key Skills

You should have advanced experience with the following technologies:

  • Microsoft Windows Server – AD, AD FS, DNS, DHCP, Group Policy, File and Print.
  • Microsoft Windows (Desktop) – 10, 11.
  • Linux – Web and database servers.
  • Networking – Switches (Cisco, HPE Aruba), Firewalls (Cisco Firepower and WatchGuard), WiFi (Cisco Meraki).
  • Services – Microsoft 365, Sophos, Veeam.
  • Virtualisation – Microsoft Hyper-V including System Center Virtual Machine Manager.

You should have excellent communication skills, with users and staff of all IT expertise, including over the phone, via e-mail and face to face. You should also have excellent problem-solving skills and the ability to work within strict SLAs.

The majority of our clients have 24/7 support contracts in place, therefore, there is also a requirement to take part in an on-call rota, supporting our clients with a 24/7 support contract on business critical issues.

Job Types: Full-time, Permanent


  • Monday to Friday
  • Overtime

Work authorisation:

  • United Kingdom (required)

Ability to Commute:

  • Loughborough (required)

Work Location: In person

Reference ID: 2024-01