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Vacancy: 3rd Line Engineer
Employment Type: Permanent
Country: United Kingdom
Location: Liverpool
Business Area: Finance
Workplace Type: Hybrid
About Princes
The Princes Group has over 7,000 employees with offices and production sites in the UK, Netherlands, Italy, Poland, France, and Mauritius. Princes manufactures different food and drink products responsibly sourced and enjoyed by consumers every day. None of this would be possible without striving to be an employer of choice, where our colleagues are proud to represent our business.
Role Description
* Manage Incidents escalated from the Service Desk team by analysing and formulating practical resolutions to ensure IT systems availability, particularly IT systems which support the supply chain processes.
* Provide out of hours support for business critical systems, ensuring production and distribution of materials are not impacted, and be available for out of hours escalations from the Service Desk team.
* Provide guidance and support to the Service Desk Support Analysts and transfer knowledge to this team to ensure the highest possible First Time Fix rate at the Service Desk.
* Assume key responsibility for the transition of new services from Princes IT Project teams, ensuring all relevant documentation is complete and knowledge transferred to the Service Desk team.
* Work with the Senior Business Systems Support Supervisor to ensure the best possible service levels are provided to the business and encourage a professional, customer-focused ethos within the Support teams.
* Liaise with all users of IT systems within the group and with third-party service providers.
Dimensions
* Internal contacts include members of the organization at all levels, given the support element of the role.
* External contacts include representatives from key technology partners who provide equipment, service, and support. These contacts are for resolving day-to-day issues and escalations.
Role Requirements
Key Responsibilities
2nd/3rd Line Support of Princes IT Systems
This involves managing incidents escalated from the Service Desk team covering all IT systems including commercial, manufacturing, and logistical systems. Emphasis will be on Manufacturing and Logistical systems as they are critical to the business, and outages can impact site operations.
* Adhere to the Incident Management policy - accurate call logging and timely closure of calls, keeping end users informed of progress.
* Analyse Incidents, raise problems to find root causes, and implement resolutions following the change management process.
* Produce and analyse weekly/monthly security reports to ensure a secure environment, compliant with internal controls.
* Take primary responsibility for the Problem Management process, analysing trends and reducing repeated Incidents and outages through proactive management.
* Take primary responsibility for the Change Management process, ensuring it is followed within the team to maintain services and avoid outages.
* Liaise with Business Analysts and third-party support providers to coordinate live system support.
* Provide out-of-hours support for critical applications and be available for escalations.
* Report potential escalations or issues to the Senior Business Systems Support Supervisor.
* Follow Princes Internal IT Controls.
Service Transition and Knowledge Transfer
* Lead the transition of new services from Princes IT Project teams, ensuring documentation and knowledge transfer.
* Coordinate with PMO, IT Technical Delivery, and Business Analysts for new or updated services following the Service Transition policy.
* Evaluate, recommend, implement, and manage new application requests outside of project scope.
* Transfer knowledge to the Service Desk team to support new services effectively.
* Identify support and process knowledge gaps and provide training and documentation to maximize First Time Fix rate.
Technical Requirements
* Excellent knowledge of Microsoft Technologies, including Windows 11, Server OS, Azure Services, SCCM/Intune, VMware vSphere, and Virtual Desktop Environments.
* Experience with Firewall Technologies, Email filtering solutions, and Cyber Security concepts.
* Good networking principles and understanding of the ITIL framework.
* Experience with ITSM solutions or similar applications.
Desirable Skills
* Hands-on experience with firewalls and troubleshooting.
* Experience with switch/router configuration and troubleshooting.
Behavioral Indicators
* Excellent customer service and communication skills.
* Strong organizational, problem-solving, and analytical skills.
* Flexible, adaptable, and able to work under pressure.
* Attention to detail and continuous improvement mindset.
* Ability to work cross-functionally with all levels of staff.
* Full UK Driving License; occasional travel to sites may be required.
Benefits
* 25 Days Annual Leave plus Birthday off
* 4.5% Pension (employee 5%, employer 9.5%)
* Hybrid & Flexible Working (4 days in office, 1 day WFH)
* Flexible Holiday Option - Buy 5 Additional Days
* Enhanced Family and Carers Policies
* Life Assurance, Private Medical Insurance, Critical Illness Cover
* Learning & Development Opportunities
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