Job Description
3rd Line Infrastructure Engineer
Bristol – Hybrid working 3 days per week in the office
£40,000 - £50,000 + benefits
Fantastic new permanent opportunity for an experienced 3rd Line Infrastructure Engineer with this specialist IT managed service provider based in Bristol. We are looking for a dedicated IT professional with a passion for delivering exceptional support with a strong background in Microsoft 365 and other essential IT skills.
As a Senior Infrastructure Engineer, you will have responsibility for ensuring that all clients, mainly, are supported for their 3rd line issues. You will be expected to receive escalations from other Infrastructure Engineers and occasionally from Technical Consultants in the field. You will also work with the Service Desk Manager (SDM) to review tickets, respond to customer queries and accept ownership of troublesome tickets.
Main responsibilities:
* Accept ownership of customer tickets as raised and see all tickets through to resolution
* All tickets and work there on, must be recorded in the Service Desk management software
* Research, diagnose, troubleshoot and identify solutions to resolve customer issues
* Follow standard procedures for proper escalation of unresolved tickets to the appropriate internal teams and/ or Vendors
* Receive escalation requests from other members of the team to ensure all tickets are resolved in a timely fashion
* Allocate new tickets to IE’s or self as required
* Re-allocate existing tickets to self/ self/ another IE’s as required
* Assist the SDM with ticket reviews
* Mentor the other IE’s to increase overall team knowledge
* Assist the SDM with administrative duties during periods of leave and sickness
* Assist the SDM with complaint investigation
* Provide prompt and accurate feedback to customers in a courteous way at all times
* Prepare accurate and timely reports
* Undertake health checks and pre-contract audits, both remote and on site when required
* To provide 3rd line support for systems and staff
* Document knowledge in the form of knowledge base tech notes and articles
* Keep your technical knowledge and skills up to date, with certificates
Skills Required:
* Proven experience of working within a similar 3rd Line Infrastructure Support / Engineer position within an IT managed service provider environment
* Excellent troubleshooting and problem-solving skills
* Very strong communication and assertiveness skills both on telephone and face to face
* Excellent decision-making skills
* Strong technical skills in several of the following, with a focus on Office 365 and Azure: ASR (Azure Site Recovery), vSphere (VCP), Horizon View, Hyper-V, Microsoft server, Active Directory, Microsoft Exchange / O365, Microsoft SQL, Microsoft SharePoint, Microsoft SCCM, Microsoft RDS, SAN & SAN Fabric, Backup/business continuity, LAN networking, Wireless networking, Citrix XenApp, Azure.