3rd Line Service Desk Engineer

Technical Resources Ltd

Posted on Jun 17, 2024 by Technical Resources Ltd
Gloucester, Gloucestershire, United Kingdom
IT
Immediate Start
£42k - £42k Annual
Full-Time

Are you an experienced IT professional ready to take your career to the next level? Join our dynamic team as a 3rd Line Service Desk Engineer and become a key player in delivering top-notch IT support!

Location: Gloucester
Salary: Up to £42,000 per annum DOE
Type: Permanent, Full-Time (37.5 hours per week)

The Role:

As a 3rd Line Service Desk Engineer, you will provide technical support to both remote and onsite customers with managed service contracts. You will also support 1st and 2nd line service desk engineers. Your role will include consulting on infrastructure problems, providing networking solutions, and maintaining strong customer relationships while delivering high-quality service. You will proactively troubleshoot, respond to, and resolve end-user issues.

Duties and Responsibilities:

  • Act as an escalation resolution point for our customers, providing support to 1st, 2nd, and 3rd line engineers.
  • Deliver senior technical support to customers.
  • Coach 2nd Line and 1st Line staff on technical skills and processes.
  • Lead 3rd line infrastructure projects, ensuring completion within timeframes and budgets.
  • Collaborate with Project Managers, Technical Architects, and Solutions Architects to create IT solutions that meet customer needs.
  • Maintain a service desk SLA agreement of 95% or above.
  • Manage and maintain the IT network, identifying and addressing any risks.
  • Handle incoming calls, tickets, and emails, ensuring all tickets are logged and resolved efficiently.
  • Manage own ticket queue and workload, updating timesheets accurately.
  • Perform scheduled small works within agreed customer timeframes.
  • Provide pre-sales support to existing customers.
  • Complete proactive maintenance for support customers.
  • Support the Technology Management Team with task allocation and scheduling.
  • Complete and record paperwork related to finished work promptly.

Person Specification:

Essential:

  • Experience in a Managed Service Provider or similar IT support environment covering various technical areas.
  • Experience in IT infrastructure projects, including planning, installation, and documentation.
  • Excellent professional communication skills (written, phone, face-to-face).
  • Minimum of one formal IT qualification (eg, Microsoft product certification, Network certification).
  • Good working knowledge of networking components, operating systems, basic configuration and maintenance, Switches, Routers, and Firewalls.
  • Experience with backup configuration and maintenance.
  • Hands-on knowledge of IT hardware and software installation, modification, maintenance, and repair.
  • Experience in troubleshooting Microsoft environments.
  • Excellent customer service skills and experience.
  • Willingness to learn new skills in a fast-paced environment.
  • Ability to work within a team or independently.
  • Full UK driving license.

Desirable:

  • 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).

Working Conditions:

  • Office-based in Gloucester.
  • Ability to lift and move typical IT equipment regularly.
  • Long periods of working in front of a VDU with regular breaks.
  • Occasional long journeys for customer support or training, with possible overnight stays.

Availability for an on-call rota to support customers outside regular hours, including evenings, weekends, and bank holidays.


Reference: 2777458471

https://jobs.careeraddict.com/post/92073704

This Job Vacancy has Expired!

Technical Resources Ltd

3rd Line Service Desk Engineer

Technical Resources Ltd

Posted on Jun 17, 2024 by Technical Resources Ltd

Gloucester, Gloucestershire, United Kingdom
IT
Immediate Start
£42k - £42k Annual
Full-Time

Are you an experienced IT professional ready to take your career to the next level? Join our dynamic team as a 3rd Line Service Desk Engineer and become a key player in delivering top-notch IT support!

Location: Gloucester
Salary: Up to £42,000 per annum DOE
Type: Permanent, Full-Time (37.5 hours per week)

The Role:

As a 3rd Line Service Desk Engineer, you will provide technical support to both remote and onsite customers with managed service contracts. You will also support 1st and 2nd line service desk engineers. Your role will include consulting on infrastructure problems, providing networking solutions, and maintaining strong customer relationships while delivering high-quality service. You will proactively troubleshoot, respond to, and resolve end-user issues.

Duties and Responsibilities:

  • Act as an escalation resolution point for our customers, providing support to 1st, 2nd, and 3rd line engineers.
  • Deliver senior technical support to customers.
  • Coach 2nd Line and 1st Line staff on technical skills and processes.
  • Lead 3rd line infrastructure projects, ensuring completion within timeframes and budgets.
  • Collaborate with Project Managers, Technical Architects, and Solutions Architects to create IT solutions that meet customer needs.
  • Maintain a service desk SLA agreement of 95% or above.
  • Manage and maintain the IT network, identifying and addressing any risks.
  • Handle incoming calls, tickets, and emails, ensuring all tickets are logged and resolved efficiently.
  • Manage own ticket queue and workload, updating timesheets accurately.
  • Perform scheduled small works within agreed customer timeframes.
  • Provide pre-sales support to existing customers.
  • Complete proactive maintenance for support customers.
  • Support the Technology Management Team with task allocation and scheduling.
  • Complete and record paperwork related to finished work promptly.

Person Specification:

Essential:

  • Experience in a Managed Service Provider or similar IT support environment covering various technical areas.
  • Experience in IT infrastructure projects, including planning, installation, and documentation.
  • Excellent professional communication skills (written, phone, face-to-face).
  • Minimum of one formal IT qualification (eg, Microsoft product certification, Network certification).
  • Good working knowledge of networking components, operating systems, basic configuration and maintenance, Switches, Routers, and Firewalls.
  • Experience with backup configuration and maintenance.
  • Hands-on knowledge of IT hardware and software installation, modification, maintenance, and repair.
  • Experience in troubleshooting Microsoft environments.
  • Excellent customer service skills and experience.
  • Willingness to learn new skills in a fast-paced environment.
  • Ability to work within a team or independently.
  • Full UK driving license.

Desirable:

  • 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).

Working Conditions:

  • Office-based in Gloucester.
  • Ability to lift and move typical IT equipment regularly.
  • Long periods of working in front of a VDU with regular breaks.
  • Occasional long journeys for customer support or training, with possible overnight stays.

Availability for an on-call rota to support customers outside regular hours, including evenings, weekends, and bank holidays.

Reference: 2777458471

CareerAddict

Alert me to jobs like this:

Amplify your job search:

CV/résumé help

Increase interview chances with our downloads and specialist services.

CV Help

Expert career advice

Increase interview chances with our downloads and specialist services.

Visit Blog

Job compatibility

Increase interview chances with our downloads and specialist services.

Start Test

Similar Jobs

Technical Solutions Lead - Networks

Gloucester, Gloucestershire, United Kingdom

Systems Engineer

Gloucester, Gloucestershire, United Kingdom

Design Engineer

Gloucester, Gloucestershire, United Kingdom

Transport Controller

Gloucester, Gloucestershire, United Kingdom