Tier III Support Technician

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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  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#Oseco Elfab If  you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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