3rd Line Support Engineer (AW00056) Swindon, England
Salary: | GBP30000 - GBP35000 per annum |
Position: 3rd Line Support Engineer
Location: Swindon - Perm
Salary: £30k - 35K plus Benefits.
The 3rd Line Support Engineer will be responsible for 1st, 2nd and 3rd line helpdesk support as well as project & implementations work across the business.
The candidate will become a focal point for escalations from the helpdesk, as well as lead on technical projects and will have a good attention to detail, drive and possess the skills required to communicate at all levels within the business.
Our client operates multiple systems that are going through a significant upgrade. A key focus of the upgrade path is cloud-based technology and resiliency.
Key responsibilities:
- Line management of one FTE, 1st line Helpdesk member
- Contribution to the technical roadmap, working with the IT Manager and other business stakeholders to ensure this is aligned with business needs.
- Act as an escalation point for more challenging issues received by the helpdesk, providing innovative solutions to technical problems.
- Ensure escalated infrastructure and systems helpdesk queries are processed efficiently in line with business expectations.
- Liaise with 3rd party vendors for technical resolution and support with implementation.
- Provide ad-hoc out of hours support to the business on an “as and when required” basis.
- Provide and manage documentation of solutions, ensure documentation of resolutions to assist with future fixes.
Experience & Knowledge
- Experience of working in a helpdesk environment providing 1st-3rd Infrastructure support with some knowledge around application support
- A rudimentary knowledge of SQL and database concepts would be a bonus.
- Knowledge and experience of some or all of the following technologies (** - essential)
- Microsoft Server 2003- 2016 **
- Microsoft 365 Administration & Migration **
- Exchange Online and Exchange 2012
- Demonstrable PowerShell skills
- VMware 4.5-6 **
- HP Networking products
- Unify Networking products
- WatchGuard security appliances
- HP Server, SAN, Desktop & Laptop
- Dell Compellent SAN **
- Motorola handheld devices
- Hands-on knowledge in printer repair, thermal, thermal tape, inkjet and Laser
- Epos knowledge
- Experience in managing L1-L3 Networks including MPLS, VPN & ADSL Circuits
- ITIL Awareness
Personal Attributes
- The ability to communicate effectively at all levels
- Exceptional attention to detail and accuracy
- Possess a flexible approach with good team working skills
- Demonstrates good organisational skills including an ability to prioritise effectively, deliver high quality work to deadlines in a dynamic environment
- Possess the attributes and characteristics to influence change across the business
- Demonstrates resilience and adaptability, ability to work under pressure and with robust characters
- Desire to learn and become an expert in systems-oriented processes and configuration.
- Willing to step-up when required
INDIT