Lee Williams
3rd Line Support Engineer @Fleet Mortgages
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WORK HISTORY
3rd Line Support Engineer @Fleet Mortgages
As a 3rd Line IT Support Engineer, I play a critical role in delivering advanced technical support across the organisation, acting as the senior escalation point for complex and high‑impact IT issues. This customer-facing position demands deep technical expertise, strong communication skills, and the ability to work confidently with users at every level of the business.My responsibilities include maintaining, upgrading, and optimising the company’s software, hardware, and network infrastructure, ensuring all systems operate reliably and in line with industry standards and cyber‑security best practices. Alongside resolving complex technical problems, I contribute to developing the wider IT function by providing training, mentoring, and high‑quality technical documentation for 1st and 2nd Line teams.I also support key IT initiatives through hands-on involvement in projects, major incident management, and collaboration with third‑party providers. My focus is on delivering swift, efficient service restoration and driving continuous improvement across the organisation’s technology landscape.
EDUCATION
Eastleigh College of Technology
Installation, Maintenance and Analysis of Computer Systems and Architecture to degree level
BCOT Basingstoke
NVQ Supporting and Installing IT Systems
ABOUT LEE WILLIAMS
A diligent, trustworthy and hard-working individual, with extensive experience in IT, beginning with a modern apprenticeship in mainframe testing. This laid the groundwork for a career marked by continuous growth, progressing from a Field Service Engineer to various Technical Support roles, and from a Solutions Engineer to a 3rd Line Support Engineer.Certifications:• ITIL Foundation v4• ISO 27001• VMware Certified Professional• AIQI ISO/IEC 42001• Kaseya Certified TechnicianKey Skills• Working with Government - MOD bodies Cyber Security teams, remediation protection• Conduct internal ISO audits working with key stakeholders• Leading Tier 1 and Tier 2 in the form of training and support• Deputy Change Manager• Assist in leading technical meetings• Project implementations• M365 administration• Azure conditional access policies• Intune app deployment & configuration profiles, Windows iOS and Android • Active Directory & group policy management• PowerShell scripts for data collection and implementation• HLD & LLD documents for tenders and solutions• Proxmox & Hyper-V and VMware experience • PRTG, Zabbix, AutoTask and ManageEngine tools • Mimecast, Sophos & BitDefender remediations• Certificate administrationInterests:• Woodworking• Aquatics• Motorsports• Gardening• DIY• Travel
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