3rd Line Support Engineer

Location: Swindon - Permanent

Salary: £35,000

plus benefits

The 3rd Line Support Engineer will be responsible for 1st, 2nd and 3rd line helpdesk support as well as project & implementations work across the business.

The candidate will become a focal point for escalations from the helpdesk, as well as lead on technical projects and will have a good attention to detail, drive and possess the skills required to communicate at all levels within the business.

Our client operates multiple systems that are going through a significant upgrade. A key focus of the upgrade path is cloud-based technology and resiliency.

Key responsibilities:

• Line management of one FTE, 1st line Helpdesk member

• Contribution to the technical roadmap, working with the IT Manager and other business stakeholders to ensure this is aligned with business needs.

• Act as an escalation point for more challenging issues received by the helpdesk, providing innovative solutions to technical problems.

• Ensure escalated infrastructure and systems helpdesk queries are processed efficiently in line with business expectations.

• Liaise with 3rd party vendors for technical resolution and support with implementation.

• Provide ad-hoc out of hours support to the business on an “as and when required” basis.

• Provide and manage documentation of solutions, ensure documentation of resolutions to assist with future fixes.

Experience & Knowledge

• Experience of working in a helpdesk environment providing 1st-3rd Infrastructure support with some knowledge around application support

• A rudimentary knowledge of SQL and database concepts would be a bonus.

• Knowledge and experience of some or all of the following technologies (** - essential)

• Microsoft Server 2003- 2016 **

• Microsoft 365 Administration & Migration **

• Exchange Online and Exchange 2012

• Demonstrable PowerShell skills

• VMware 4.5-6 **

• HP Networking products

• Unify Networking products

• WatchGuard security appliances

• HP Server, SAN, Desktop & Laptop

• Dell Compellent SAN **

• Motorola handheld devices

• Hands-on knowledge in printer repair, thermal, thermal tape, inkjet and Laser

• Epos knowledge

• Experience in managing L1-L3 Networks including MPLS, VPN & ADSL Circuits

• ITIL Awareness

Personal Attributes

• The ability to communicate effectively at all levels

• Exceptional attention to detail and accuracy

• Possess a flexible approach with good team working skills

• Demonstrates good organisational skills including an ability to prioritise effectively, deliver high quality work to deadlines in a dynamic environment

• Possess the attributes and characteristics to influence change across the business

• Demonstrates resilience and adaptability, ability to work under pressure and with robust characters

• Desire to learn and become an expert in systems-oriented processes and configuration.

• Willing to step-up when required