• Handle complex incidents and problems that cannot be resolved by 1st and 2nd line support, using deep technical knowledge and expertise.
• Take ownership of high-priority incidents, ensuring timely resolution and minimal impact on business operations.
• Perform root cause analysis for recurring incidents and develop long-term solutions to prevent reoccurrence.
• Address and fulfill advanced service requests requiring detailed technical knowledge, such as system upgrades or custom configurations.
• Assess, plan, and implement changes in the IT infrastructure, ensuring they are carried out with minimal disruption to services.
• Document complex issue resolutions and solutions, contributing to the knowledge base to assist lower-tier support teams and end-users.
• Provide guidance and training to 1st and 2nd line support staff to enhance their technical skills and improve overall service quality.
• Monitor system performance, identify bottlenecks, and implement optimisations to ensure optimal operation of IT services.
• Coordinate with external vendors and service providers to resolve hardware and software issues that require third-party intervention.
• Plan and execute system upgrades, patches, and firmware updates to maintain security and functionality of IT systems.
• Develop and test disaster recovery plans, ensuring systems can be restored quickly in case of a major incident.
• Implement and maintain security measures to protect IT systems and data from unauthorised access and cyber threats.
• Assess current and future IT infrastructure needs, ensuring resources are available to meet the demands of the enterprise.
• Analyse service performance data, identify areas for improvement, and implement solutions to enhance service quality and efficiency.
• Ensure IT operations comply with industry standards and regulations, and support internal and external audits as required.

Requirements:

• Demonstrated ability to diagnose and resolve complex technical issues across various systems and applications.
• Must have extensive knowledge of Elite 3e 
• Deep understanding of server, network, and storage infrastructure, including experience with Windows and Linux operating systems, virtualisation technologies (e.g., VMware, Hyper-V), and cloud platforms (e.g., AWS, Azure).
• Knowledge of networking protocols and configurations (e.g., TCP/IP, DNS, DHCP, VPN), and hands-on experience with network devices (routers, switches, firewalls).
• Proficiency in managing and troubleshooting SQL and NoSQL databases (e.g., SQL Server, MySQL, MongoDB), including performance tuning and backup strategies.
• Strong skills in scripting languages (e.g., PowerShell, Python, Bash) for automation of tasks and processes.
• Experience in implementing and maintaining security measures, such as antivirus solutions, firewalls, intrusion detection/prevention systems, and security best practices.
• Capability to support and configure enterprise software applications, including ERP, CRM, and other business-critical systems.
• Knowledge of backup solutions and disaster recovery planning and execution, ensuring data integrity and availability.
• Familiarity with tools and techniques for monitoring system performance and optimising resources to ensure efficient operation.
• Ability to create and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting guides, and procedural documentation.