3rd Line Engineer – Job Description
Location: Thames Valley/Oxford
Reporting to: Service Desk Manager
We’re looking for a 3rd Line Service Desk Engineer to join our team. We understand that not everyone will 100% meet the job advert requirements, however if your current skill-set covers a good majority of these areas as an IT Engineer feel free to apply.
The Role
As a 3rd Line Engineer, you will be part of the Centre of Excellence – South 3rd Line support team, Working as part of a team of 8 Engineers. We are seeking someone who is proactive and always considers the bigger picture, someone who is comfortable resolving complex IT issues which require deep expertise in infrastructure, networks, servers, and cloud environments.
Specifically, you will:
1. Incident & Request management: Work on Incidents and Service Requests
2. Change Management: Provide technical peer-review and approval for IT Changes and raising Change requests when required.
3. Project work: Occasionally you may be required to support Project activities and tasks.
4. Technical Training: Provide quick lunch & learn training sessions to the Service Desk once every 8 weeks.
5. In-depth troubleshooting, root cause analysis for Major incidents, implementing long-term fixes, and creating technical documentation.
6. The role also entails collaborating with vendors, and mentoring 1st and 2nd line colleagues.
7. Work in collaboration with other technical individuals within the Department.
8. A valid driving license is required for this role.
About You
To join us as a 3rd Line Service Desk Engineer, we are looking for:
9. Proven experience within a similar role
10. Desirable: SendMarc, Datto, Mimecast, Exclaimer & Cisco Umbrella-Open DNS
11. Strong knowledge of server operating systems (Windows, Linux), virtualization platforms (VMware, Hyper-V), and cloud technologies (Azure, AWS)
12. Expertise in Microsoft Azure Active Directory / Microsoft Entra ID & Active Directory Domain Services configuration.
13. Microsoft Intune deployment & management experience
14. Microsoft Exchange administration & migration experience: On-premise and also 365.
15. Strong network infrastructure knowledge, including, but not limited to: Sophos & SonicWall series firewalls
16. High-level understanding of network topologies from LAN’s to multi-VLAN environments.
17. Knowledge of Networking network protocols e.g. VPN, TCP/IP, DNS and DHCP
18. Excellent customer service and communication skills
19. Relevant IT qualifications e.g. Microsoft qualifications and/or items like CCNA
Experience in the following systems and/or applications: