3rd Line Support Engineer

3rd Line Support Engineer - Brighouse - up to £40k

My client is looking for a 3rd Line Engineer to resolve complicated technical issues that have been escalated to from 1st and 2nd Line Engineers, while providing excellent customer service to clients throughout. Any team leading experience would be an adantage.

Key Tasks and Responsibilities

• Responsible for troubleshooting any technical issues that have been escalated through the helpdesk.
• Act as troubleshooting lead for high level technical issues, high priority tickets and MSO’s
• Visit client’s sites as and when required
• Manage own time effectively and ensure all time spent on client jobs is logged
• Ability to report at all levels in the chain of command
• See Technical Escalations through from beginning to end
• Escalating tickets that need 3rd line resource into 3rd line queue and resolving
• Escalating tickets to Ops team in good time where required to ensure satisfactory resolution
• Maintaining the 3rd line and escalations queue to resolve issues as quickly as possible
• Logging troubleshooting and ticket notes accurately and in good time to ensure everyone has visibility of actions completed
• Communicate accurately and within good time both internally and externally
• Flag areas of risk / improvement within the firm if identified
• Train other members of the team in all things technical
• Provide out of hours technical support to clients (typically 1 in 3 weekends)

Must have:

• Hands-on experience with Virtualization technologies including the setup and maintenance of Windows VMs (VMWare, Hyper-V)
• Cloud technologies and concepts (order of importance 1. RDS, 2. Azure 3. Citrix)
• Expert, hands-on networking experience in configuring and maintaining routers, firewalls, and switches
• Desktop and application support (Windows 7/10, Microsoft Office and bespoke application troubleshooting)
• Administration and setup of Windows Server 2012/2016/2019/2022
• Wifi Solutions
• Exchange and 365 tenant administration

Please send your CV for further information.