3rd Line IT Support Engineer

Friday, 6 October 2017 - 12:15pm



3rd Line IT Support Engineer


Central London (some travel to other destinations when required)

Reports to

Operations & Service Delivery Manager

Full/part time

Full time (37.5 hours per week)


c. £45k - £50k

About Gallery

The Gallery Partnership is a leading provider of software and professional IT support services to charities, non-profits and small businesses. We work with 200 organisations based in London and across the UK.

About the Role

We are looking for an experienced 3rd line Support Engineer to join a small team of engineers supporting clients and Gallery’s own staff. The successful candidate will by a key member of a busy team. They will work in a busy team, taking responsibility for analysing problems, implementing technical solutions, and supporting servers, desktops and systems.

The successful candidate will develop a clear and thorough understanding of Gallery’s business and the needs of clients. They will support the team to resolve helpdesk tickets, act as a point of escalation for more challenging issues, and deal with 1st and 2nd line queries as required. 

The successful candidate will also act as a technical resource on IT projects and make a significant contribution to the ongoing development of our own and our clients’ IT strategy. They will liaise with third-party suppliers, obtaining quotes and negotiating contracts. 

About the Successful Candidate

Essential technical skills and knowledge required:

  • Minimum of 3 years in a senior IT support or infrastructure role
  • Windows Server 2008/2012/2016, Windows 7/8/10
  • Domain Controller (DC), Active Directory (AD), Group Policy and Single Sign On (SSO)
  • Networking (Switches, WiFi, Firewalls, routers, remote desktop servers)
  • Security of the IT environment
  • Internet (Proxy, DNS, web technologies, cloud services, SIP)
  • Office 365 configuration and administration
  • MS Exchange Server
  • MS Azure and AWS
  • Microsoft SQL Server
  • Build and maintain physical and virtual servers
  • Scripting, including PowerShell and VBScript
  • Backup and recovery systems and processes (e.g. Altaro, Acronis)
  • Remote connectivity tools (e.g. LogMeIn)
  • Automated software deployment and mobile device management (MDM) systems

Desirable skills, knowledge and experience:

  • Experience working in a managed services environment, supporting multiple client infrastructure is highly desirable
  • ITIL certified or exposure to ITIL processes
  • MCP certified
  • Experience working with charities and small business
  • Experience of undertaking complex office moves from an IT perspective
  • Project management experience

Personal Profile:

  • A good understanding and experience of ownership of logging, updating and closing incidents within a specified SLA
  • Solution focused with demonstrable problem solving skills
  • Excellent communication skills, including the ability to relate technical
information to clients and colleagues in an understandable, jargon-free way
  • Passionate about customers and service, with a strong will to make a difference
  • Excellent planning, organisational and time management skills
  • Ability to work in a dynamic and fast-changing environment
  • Ability to mentor junior members of staff
  • Excellent customer relationship management and a commercial mindset
  • Proactive and keen to spot opportunities to refine and improve systems and processes
  • Self-starter keen to keep own skills and knowledge up to date
  • Ability to work with minimal supervision
  • Confident working in a customer-facing role on client sites
  • Calm and focused when under pressure

How to apply

Email your CV to jmumby@gallerypartnership.co.uk.

We cannot reply to every candidate so if you don't hear from us in 2 weeks you may assume that you have not be selected on this occasion.

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