Role: 3rd Line Service Desk Engineer
Role Type: Permanent
Location - On-site Gloucester
Salary - £38,000>£42,000
The 3rd Line Service Desk Engineer is responsible for providing all levels of technical support to remote and onsite customers with a managed service contract. They will also provide support to 1st and 2nd line service desk engineers. The successful candidate will be responsible for achieving and maintaining good working relationships with customers and providing a high level of customer service for all support queries whilst adhering to all service management principles. The role will consult on infrastructure problems and provide suitable networking solutions, take ownership of user problems and will work proactively to troubleshoot, respond and resolve end-user issues.
Role Responsibilities
* Providing support to 1st, 2nd & 3rd line engineers acting as an escalation resolution point for our customers
* Providing senior technical support to customers
* Building and maintaining good working relationships with Project Managers in order to lead on 3rd line infrastructure projects, ensuring projects are completed in line with timeframes and costings
* Meeting with customers to understand the organisation strategy and working with Technical Architect and/or Solutions Architect to create IT solutions that meet those needs
* Maintaining 95% or above on our service desk SLA agreements
* Maintaining the business IT network, ensuring that any items of risk are highlighted or removed from the infrastructure
* Answering incoming telephone calls, tickets and emails ensuring all tickets are logged effectively
* Managing own ticket queue and workload
* Completing scheduled small works as required and within the agreed customer timeframes
* Providing coaching on technical skills and processes to 2nd Line and 1st Line staff, oversee product specific staff training and encourage team sharing of best practice
* Providing pre-sales support to existing customers
* Completing proactive maintenance for the businesses support customers
* Supporting the Technology Management Team to ensure effective and efficient task allocation and scheduling
* Assisting the Technology Management team with managing the support team and departmental responsibilities and covering for them as and when required
Essential Skills
* Experience of working in a Managed Service Provider or similar IT support environment covering a number of different technical areas
* Experience with working on IT infrastructure projects where responsible for planning, installation and documentation
* Strong communication skills, written, over the phone and face to face
* A minimum of 1 formal IT qualification (e.g. Microsoft product certification. (MCSA e.g.), Network certification. (CCNA e.g.))
* Good working knowledge of major networking components, to include networking operating systems, basic configuration and maintenance, switches, router and firewalls
* Backup configuration and maintenance experience
* Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software
* Daily system checks to include servers, backups and firewalls
* Excellent customer service skills
* Experience in troubleshooting Microsoft environments
* Willingness to learn new skills in a fast-paced environment
* Comfortable working within a team or on own initiative
* Full UK driving licence
Desirable Certifications/Qualifications
* ITIL certification
* Certification and/or excellent working knowledge of windows server 2003/2008/2012/2016
* Certification and/or extensive working knowledge of windows 7/8/10
There may be some customer site travel required at times, that may also fall outside of standard working hours when required. You may be part of an on-call rota to support customers out of hours.
If you are interested in the role and wish to discuss your CV and find out more about the client, then please apply directly to this advert or email milesb@excelerate.co.uk.