3rd Line Support Engineer 7 views

3rd Line Support Engineer

Job Type : Permanent, Full Time

Salary : £38000 – £45000/annum Plus great bonus scheme & Benefits

Title: 2nd/3rd Line Support Engineer – Escalation Team

Location: Principal location Kent but may be required to work at other customer sites.

Reporting to: Service Desk Manager

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Role:

An opportunity has arisen for a 2nd / 3rd line IT support engineer to continue and develop a career in a forward thinking, growing and progressive company, providing Cloud technology, Hosted services, on site and Remote support provision, and consultancy and support services.

The ideal candidate will have the opportunity and exposure of working with a wide, large and varied customer base, providing a large range of support and consultancy services, on many differing and diverse technical platforms.

We are looking for a talented engineer who is skilled and capable of working as part of a very busy and dynamic team, as well as being able to remain autonomous and self-sufficient in order to support a wide range of servers and networks for small to medium sized businesses in a very fast paced organisation.

You will gain extensive experience over the various supported IT systems, on a Customer base stretching a wide spectrum, and the opportunity to use this exposure, and the diversity it brings to develop a career in IT, and to take every opportunity to develop their skills in this area, through informal and formal training and on the job learning.

Responsibilities:

* Completing technical support tasks and activities either in the office, or on customer sites, in a escalation Support capacity handling issues in both a 2nd Line and 3rd line capacity where required.

* Solving IT Issues, remotely, via phone, using remote support tools, or on-site presence, as required

* Answering telephone calls from customers promptly with excellent customer Service skills in a positive, can-do, customer focused manner at all times.

* To record customer calls quickly and efficiently, logging, updating calls throughout, and allocating as appropriate, managing to completion calls received in our call management system.

* Building and configuration of Servers, Network Infrastructure, Applications and Cloud infrastructure in Azure/365, to required and standardised setups and procedures

* Manage support calls to ensure quick response and resolution, and prevent non-compliance to Service Level Agreements (SLA’s)

* Handling escalated issues from other engineers, with great troubleshooting experience and ability

* Deliver outstanding customer service, perception and satisfaction to all customers, at all times

* Deliver great teamwork and communication throughout the IT team, motivating the team to create a positive and professional work environment and deliver excellent IT support services to our customers

* Plan, and implement projects as and when required following defined Project methodologies and working with Project Co-ordinators as and when directed.

* Be involved with, and undertake any other duties in the office, or on site, as requested.

Skills, Knowledge and Experience:

Essential:

* Extensive hands-on experience configuring and troubleshooting customer requirements and support issues in a changing Server, Storage, Application and Networking environment.

* Windows (Apply online only) server active and extensive knowledge in support and troubleshooting

* Active Directory installation, and troubleshooting on premise, or Virtual

* Azure Services, Azure platform, Intune and office365 support

* Exchange (Apply online only) support , and troubleshooting, (including migration between versions)

* Windows Server build, configuration and troubleshooting

* Virtualisation (VMware vSphere5.5/6) administration and troubleshooting

* Server hardware build, monitoring, failure replacements and server room installation

* Experience of providing remote support for users and systems, including resolution of technical issues on the phone.

* Support and implementation of Backup strategies, technologies, (Veeam, Backup Exec and others) tape rotation, and restore procedures

* Ability to support and deliver centrally controlled and standalone AntiVirus software and architecture. (Cytomic, Sophos, McAfee, or similar)

* Storage (good understanding of DAS, SAN, fibre fabrics, iSCSI)

* Networking (good understanding of Layers 2 and 3, switching, routing, VLANs, LAN and WAN)

* Firewalls & VPNs, Support experience of either WatchGuard, Cisco and other Appliances both Physical and Virtual

* Wireless Installation, configuration and troubleshooting 

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