3rd Line IT Support Engineer

Logix IT Recruitment Limited
Milton Keynes
Up to £40,000 + Benefits
04 Oct 2017
02 Nov 2017
Contract Type
Full Time
3rd Line IT Support Engineer My client are currently recruiting for a 3rd Line IT Support Engineer to be based at their Milton Keynes Office. The successful candidate will be tasked with supporting the key components of the EGIS technical operations (Servers, Directory Services, LAN/WLAN, WAN, Network Storage, Backup Systems Communications Solutions and Cloud subscription services) and provides key services to internal customers (Incident & Problem Management, Request Fulfilment, HAM & SAM etc) This role is responsible handling 3rd point of contact requests through various channels. Assisting the customer and taking ownership of each request to a satisfactory conclusion The successful candidate will need to have proven experience of supporting: - Windows Server(General) - Polycom VC - Office 365 - Sharepoint administration - Sccm Duties - Providing an escalated point of contact for all incidents and queries via support channels. All contact to the Service Desk will be logged using the companies Service Management tool - Providing a support function for internal and external customers covering a variety of services that are provided by the business - Installing and configuring computer systems - Diagnosing and solving hardware/software faults - Analysing call logs to spot trends and underlying issues - Assigning incidents and queries to the correct resolver groups if they cannot be fixed first time and managing them through their life cycle - Identification of Incident Management for high priority incidents - Fulfil service requests and daily checks. - Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc. - Acting as an escalation point where difficult or controversial calls are received - Producing statistics and management reports - Assisting Analysts in providing first line support when workloads are high, or where additional experience is required. - Management & mentoring responsibilities including motivation, issue resolution & recruitment activities to match the companies needs - Contributing to the maintenance and development of the technical competence of the Support Engineering Group - Act as a transition consultant on projects. Input requirements to ensure operational service is protected at all times - Able to work in an Agile, virtual team pushing continuous service improvement initiatives in-line with projected timelines - Proactive process improvements & technical best practice (lodge project ideas etc) based on internal and external capabilities of tools, resource and SME domain knowledge
This job was originally posted as www.jobsite.co.uk/job/959250067