3rd Line Support Engineer

UK Power Networks (Operations) Ltd
£37046 - £49356/annum
19 Jul 2017
18 Aug 2017
Contract Type
Full Time
3rd Line Support Engineer

The candidate will have a firm background working within a busy IT team, solid experience in troubleshooting customer issues and a clear and analytical approach to problem solving. The primary job function is providing technical support in a fast paced and varied ITIL driven support environment.

The role is to provide expert and timely support to a large customer base, be a technology leader supporting a complex and cutting edge infrastructure and to provide guidance and help to 1st and 2nd line support in the resolution of customer queries. To take on and manage out Problem tickets, bringing together 3rd parties and other technical parties to ensure a timely resolution.

The role is to support an Inhouse Deskside support team and EUC environment supported by our current managed services supplier. To technically lead the Deskside support engineers and to take ownership of complex issues effecting the SOE across multiple devices to ensure that our suppliers are progressing and problems accordingly and contributing towards the investigations and resolutions where necessary.

They will require a high level of interpersonal skills with the ability to communicate clearly to end users, colleagues and 3rd party suppliers to ensure a professional, timely, quality focused service is delivered.


- To maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Manage all tasks using UKPN’s IT service management tool.
- Take ownership of calls escalated from 1st and 2nd line engineers or the IT Service Desk MIM team.
- Take ownership of Problems and to ensure that they are progressed, resolved and RCAs created. Also to create documentation to support the problem or known issue.
- To work alongside our managed services supplier to assist where required and to ensure that the supplier is acting accordingly.
- To escalate and work with vendors if the technical issue requires further expertise.
- To look to technical solutions to streamline the support provided by all other resolving teams.
- Automate processes wherever possible using Powershell, WSH and other scripting utilities
- Provide a customer first approach to the prioritisation of tasks.
- Work collaboratively with team members and contracted suppliers to resolve issues including hosting technical bridge calls where required alongside a MIM team.
- View all open issues and tickets requiring resolution, not just those issues and tickets directly assigned to you.
- Recommend and deliver improved IT systems and processes.

Technical Knowledge Area:

- Microsoft Exchange 2010/2013.
- Microsoft SCCM 2012/2016.
- Microsoft Lync Server 2010.
- Spam filtering technologies.
- Powershell.
- Microsoft AD, DHCP, DNS, DFS, Profiles, Group Policy.
- Windows Server 2003+R2, 2008+R2, 2012+R2.
- Hypervisor technology specifically VMWare & Hyper-V.
- Citrix XenApp & Microsoft RDS.
- Microsoft SQL Server 2008 & 2012.
- Microsoft Office 365 inc. Skype for Business.
- Microsoft Office 2016.

Personal Skills:

- Excellent communications skills and a professional manner is essential in this customer-focused role.
- Decision making with an analytical mind-set.
- Proven ability to work under pressure and with other people.
- Excellent time management and self-motivation skills.
- Strong desire to continually improve customer service.
- Planning and Organisation.
- Genuine enthusiasm for working with technology.


- Experience of 3rd line support and troubleshooting with live customers.
- Experience of technically leading a team of Deskside support engineers.
- The applicant must have significant IT experience in a customer-focused environment, primarily.
- Concentrating in technical support and investigative troubleshooting.
- A proven technical background in complicated IT environments.
- Experience of a technical support desk is desirable.
- Experience in a large corporate environment dealing with external IT service providers.
- Experience of managing Major Incidents alongside suppliers.


- Prepare documents, meeting materials and correspondence.
- Share knowledge and provide guidance to team members.
- Perform a basic administrative support duties as required to meet specific operational objectives.
- Perform miscellaneous job-related duties as assigned by the relevant IS support member.
- Attend colleague training events, conventions and any other meetings requiring IS support.
- Resolve all tasks within a time scale set by the IS manager.
- Promote UKPN’s Customer Sustainably Improvement Plan (CSIP) to deliver improvements for IS customers.
- Ensure that a high level of customer service and support is provided to all colleagues.
- Work out of hours support.
- Abide by UKPN policies