3rd Line Technical Helpdesk Engineer - Contract - Theale

Posted 17 May by Xact Placements Limited Easy Apply

Our Client are a Managed Service Provider based in Theale, Berkshire. Currently, looking to take on a Contract Technical Helpdesk Engineer to join their team ASAP.

You will be responsible for technical escalations for both ITS and internal customers, they interface with the IT Services Division customers, both on site and over the telephone, to deliver outstanding technical support for my clients products and services and the provisioning of new and existing services. You will be required to work on a shift basis

Main Duties of the Role

  • 3nd Line Technical Support.
  • Managing and monitoring the company ITMS (IT Management System) systems for alerts
  • Managing communication between customers and internal parties
  • Ensuring SLA’s are adhered too
  • Proactive updating and monitoring of existing IT systems ensuring they are maintained and kept up to date
  • Performing the ITS daily/weekly tasks i.e. backup monitoring etc.
  • Be part of the on call rota
  • Involvement in technical projects for technology deployments / upgrades etc. required by the client
  • Onsite callout visits to resolve issues escalated from the helpdesk
  • Regular onsite visits to clients
  • Technical escalation management
  • Technical mentoring and training

Your Skills and Experience

  • Broad technical experience supporting windows based IT networks following formal processes including working to SLAs, change management, configuration management, ideally ITIL
  • Excellent written and verbal communication skills
  • Desktop support on Windows XP/Vista/7
  • Detailed knowledge of Microsoft Active Directory (MCP qualification or equiv. required)
  • Detailed knowledge of Microsoft Exchange (MCP qualification or equiv. preferred)
  • Detailed knowledge of networking technology with the ability to troubleshoot. (MCP qualification or equiv. required)
  • Min. 3 years’ relevant experience (or exceptional candidate)
  • Network troubleshooting (general connectivity problems in both the LAN and WAN)
  • Windows 2000/2003/2008 R2 Server - Basic administration and maintenance
  • Anti-Virus and E-mail management

Desirables (Training will be provided if required)

  • Microsoft Lync 2010 (will train up to MCP level for this role)
  • SharePoint 2007/2010
  • VM Ware Infrastructure including SAN
  • Network Infrastructure including MPLS, assigned subnets and routing tables
  • aBILLity billing application
  • Sage 200 finance system
  • Cisco ASA (VPN & Firewall)
  • SQL Server infrastructure and database admin
  • DNS, DHCP Configuration
  • Aruba Wireless Controller and remote Access Points
  • Mimecast
  • Miraki wireless

Reference: 34524152

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