Tier 3 Support Technician

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Position Summary:

The Tier III Support Technician provides advanced technical support and serves as the escalation point for complex IT issues. This role is responsible for diagnosing root causes, implementing long-term solutions, and supporting core systems and infrastructure.

The role works closely with the Global IT Manager and group IT (Halma IT), ensuring all technical activities are aligned with global IT standards and direction. This position focuses on technical expertise and execution and does not include management or site ownership responsibilities.

In addition to the outlined responsibilities, all employees are expected to consistently uphold and embody our company's core values and behaviours in their daily work, fostering a culture of integrity, collaboration, and excellence.

Key Job Responsibilities:

Advanced Technical Support

• Act as escalation point for Tier II support for complex or unresolved issues
• Perform root cause analysis and implement long-term fixes
• Troubleshoot advanced issues across systems, infrastructure, and enterprise applications

Systems & Infrastructure Support

• Support and maintain servers, virtualization platforms, and core infrastructure
• Monitor system performance, logs, and alerts to proactively identify issues
• Support patching, upgrades, and system maintenance activities
• Assist with backup, recovery, and disaster recovery processes

Project & Technical Execution

• Lead technical execution of IT projects and system improvements as directed
• Implement infrastructure changes and new technologies in alignment with Global IT direction
• Work with the Global IT Manager and group IT (Halma IT) on technical implementations

Collaboration & Support

• Provide technical guidance and support to Tier I and Tier II technicians
• Work in coordination with the Global IT Manager to support site-level and global IT operations
• Contribute to technical documentation, standards, and procedures
• Ensure alignment with IT policies, security requirements, and best practices

This job description provides a comprehensive overview of the main responsibilities expected in this role. However, it is not an all-encompassing list and may be updated in the future to reflect changing role requirements and business needs.

Knowledge, Skills and Abilities:

• Proven experience in a Tier II / Tier III support or systems support role
• Experience working within an IT helpdesk or service management environment
• Experience managing incidents, service requests, and escalations using a ticketing system
• Strong troubleshooting skills across Windows desktop and server environments
• Experience managing Active Directory, Azure AD, and Microsoft 365 environments
• Strong understanding of networking fundamentals and troubleshooting
• Experience analysing system logs and performing root cause analysis
• Experience supporting virtualization platforms and server environments
• Ability to manage and prioritise complex technical issues
• Ability to work independently and take ownership of technical problems
• Strong communication and documentation skills

Preferred Skills

• Experience supporting virtualization platforms (e.g., VMware, Microsoft Hyper-V), including basic administration and troubleshooting
• Experience with backup and disaster recovery solutions
• Experience working in hybrid IT environments (on-premises and cloud)
• Familiarity with security and compliance requirements

Education and Certification Qualifications:

• Relevant certifications (Microsoft, VMware, networking) are advantageous
• Degree not required; relevant experience is considered equally

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