3rd Line Engineer

IT Lab
United Kingdom
27 Sep 2017
03 Nov 2017
Contract Type
Full Time
Company Background

IT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics.

We are a dynamic and fast growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work.

A core part of our business is our Cape Town operations centre from which we provide 24/7 support to our predominantly UK based clients and their global operations via a 1st – 3rd line service desk, 365 days per year. This operation is planned to expand significantly in the coming years. This expansion is to not only accommodate growth in our service desk, but also an expanding remit to broaden our local service capability.

An opportunity has arisen for an experienced Third Line Support Engineer to join our busy support team in our London office acting as the technical escalation point for highly complex support issues arising on our client sites. Relevant experience and the ability to learn quickly, communicate well at all levels, work with 100% commitment and contribute to the success of our existing team of dedicated professionals is vital.

The Role

Reporting to the Team Leader, the key deliverables of our Third Line Engineers can be summarised as follows:

·Delivery of high quality support on escalated complex incidents and problems across the IT Lab client base

·Escalation point for Service Desk Manager and Service Delivery Managers for specific client issues

·Delivery of reactive on site visits where remote remediation is no longer possible or time critical

·Responding appropriately to, and effectively resolving, customer incidents, queries or complaints.

·Involvement and presence in core Virtual Teams

·Help support, train and mentor other team members

·You will have a ‘hands on’ problem solving approach; solving problems within strict SLA timeframes

·Take ownership of incidents assigned to you and manage them through to resolution.

·Ensuring SLA’s are met; time to respond, time to resolve and first-time-fix.

Location and environment

This role will be based in our Farringdon Office in central London; however, you will work amongst a Support Team split across client sites, London, Cape Town, Manchester and Woking offices. Our culture is non-hierarchical and one which stems from a work hard, but have fun environment. We like to laugh, we like to do things together and among all the challenges of growing a fast-paced business, we endorse people being themselves, allowing them to focus on outcomes and substance rather than form. We’re proud of our employee engagement and have successfully been listed in the Sunday Times “Best Companies to Work for” for six years and with our group companies, 11 of the last 12 years.

We’re also pleased with our number 80 ranking in the Sunday Times Tech Track 100 which tracks the fastest growing technology companies in the UK.

If you think you are a results oriented, positive, strategic thinker as well as tactical practitioner, then the Lab is the place for you.

Required skills and capabilities

The ideal candidate will have/be:

·At least 3/4 years’ previous experience in a 3rd Line or similar Senior Support role

·Excellent communication and interpersonal skills

·Experience supporting:

      Microsoft Exchange – support and implementationActive DirectoryOffice 365Windows Servers (full range)Server Virtualisation (Hyper V / VMWare)Local Area NetworkingSymantec ProductsCisco LAN/WAN (routers, switches, ASAs)Routing / switching equipment including, but not limited to, Cisco, Dell, HP switches, routers and firewalls Citrix ( XenApp/XenDesktop)LinuxExperience with Office 365 migrations
    ·Formal IT qualification, ideally MCSE/MCITP or multiple MCPs massively advantageous

    ·Solid networking experience and holding either a CCNA or CCNP and relevant routing and switching experience

    Generic essential individual attributes:


    ·Excellent technical ability in one or more key virtual team areas

    ·Very good technical understanding of current leading technologies, suppliers and industry terminology

    ·Able to prioritise under pressure and work to deadlines

    ·Excellent Decision making, judgement, planning and organisation skills

    ·Flexible, calm and approachable, ‘can do’ attitude

    ·Solid customer relations skills to understand client/client representatives concerns and requirements

    ·Ability to work well within team, supporting other team members

    ·Willingness to gain relevant qualifications and accreditation's

    The Package

    ·Working hours will be 40 hours a week during standard business hours (Monday – Friday, rotational shifts between 7am – 7pm UK time)

    ·Offices locating in Farringdon (central London)

    ·Package of up to £45k per annum depending on experience

    ·22 days’ annual leave

    ·Opportunity to be a part of a large group of experienced Support Engineers, for you to grow and develop your skills and experience

    ·Continual professional development plans

    ·Excellent benefits such as free breakfasts, pre-pay day pizza, on site massage days and loads of social activities!

    Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

    IT Lab is an equal opportunities employer and is committed to attracting and retaining the best talent.

    This job was originally posted as www.cwjobs.co.uk/job/76057896