3rd Line Service Desk Engineer - Gloucester

Role: 3rd Line Service Desk Engineer

Please make sure you read the following details carefully before making any applications.
Role Type: Permanent
Location - On-site Gloucester
Salary - £38,000>£42,000

The 3rd Line Service Desk Engineer is responsible for providing all levels of technical support to remote and onsite customers with a managed service contract. They will also provide support to 1st and 2nd line service desk engineers. The successful candidate will be responsible for achieving and maintaining good working relationships with customers and providing a high level of customer service for all support queries whilst adhering to all service management principles. The role will consult on infrastructure problems and provide suitable networking solutions, take ownership of user problems and will work proactively to troubleshoot, respond and resolve end-user issues.

Role Responsibilities

Providing support to 1st, 2nd & 3rd line engineers acting as an escalation resolution point for our customers
Providing senior technical support to customers
Building and maintaining good working relationships with Project Managers in order to lead on 3rd line infrastructure projects, ensuring projects are completed in line with timeframes and costings
Meeting with customers to understand the organisation strategy and working with Technical Architect and/or Solutions Architect to create IT solutions that meet those needs
Maintaining 95% or above on our service desk SLA agreements
Maintaining the business IT network, ensuring that any items of risk are highlighted or removed from the infrastructure
Answering incoming telephone calls, tickets and emails ensuring all tickets are logged effectively
Managing own ticket queue and workload
Completing scheduled small works as required and within the agreed customer timeframes
Providing coaching on technical skills and processes to 2nd Line and 1st Line staff, oversee product specific staff training and encourage team sharing of best practice
Providing pre-sales support to existing customers
Completing proactive maintenance for the businesses support customers
Supporting the Technology Management Team to ensure effective and efficient task allocation and scheduling
Assisting the Technology Management team with managing the support team and departmental responsibilities and covering for them as and when required

Essential Skills

Experience of working in a Managed Service Provider or similar IT support environment covering a number of different technical areas
Experience with working on IT infrastructure projects where responsible for planning, installation and documentation
Strong communication skills, written, over the phone and face to face
A minimum of 1 formal IT qualification (e.g. Microsoft product certification. (MCSA e.g.), Network certification. (CCNA e.g.))
Good working knowledge of major networking components, to include networking operating systems, basic configuration and maintenance, switches, router and firewalls
Backup configuration and maintenance experience
Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software
Daily system checks to include servers, backups and firewalls
Excellent customer service skills
Experience in troubleshooting Microsoft environments
Willingness to learn new skills in a fast-paced environment
Comfortable working within a team or on own initiative
Full UK driving licence

Desirable Certifications/Qualifications

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

There may be some customer site travel required at times, that may also fall outside of standard working hours when required. You may be part of an on-call rota to support customers out of hours.

If you are interested in the role and wish to discuss your CV and find out more about the client, then please apply directly to this advert or email [email protected].