3rd Line Infrastructure Engineer

Michael Page Technology
12 Jan 2018
10 Feb 2018
Contract Type
Full Time

The responsibilities for the 3rd Line Infrastructure engineer would be to Support and assist in the delivery of technical projects to the business, and to support operational procedures as required. To operate the Service Management tools effectively, ensuring there is an accurate record of incidents and requests.

Client Details

Working for a large Logistics and technical firm based in the hear of Epsom.


3rd Line Infrastructure Engineer:

Key Responsibilities:

  • Support of physical PCs, Laptops and thin clients
  • Providing 3rd line and occasional other lines of support for technical issues
  • Logging of requests, support calls and escalating where appropriate into the Service Management tool
  • Logging of network/telecoms faults to 3rd Party supplier
  • Recording and maintaining technical assets in the Service Management tool
  • Order hardware from agreed suppliers as requested
  • Manage, develop and assist with Laptops/PC/hardware builds
  • Prioritise support cases to deal with business-critical issues
  • Identify redundant equipment and arrange for disposal as per procedures
  • Assist with the management of user accounts
  • Manage/implement minor programming requirements and support issues with the phone system
  • Records management, reconciliation and housekeeping
  • Third-party vendor hardware and software liaison and administration
  • Manage the IT communication rooms in line with standards
  • Visiting additional sites as required


  • Provide 3rd line Support to end users and liaise with other support teams across the
  • businesses to ensure the business can operate effectively and efficiently
  • Delivery of infrastructure patching and upgrades
  • Assisting with project delivery and transition to support
  • When required, feed in to the design and delivery of new systems
  • Operate the backup systems as directed
  • Provide asset management information (desk phones, mobiles, laptops and PCs), to ensure we maximise the useful life and maintain a predictable rolling replenishment plan for equipment
  • Delivering tasks on time, to high quality standards, as agreed with the OpCo Leadership Team
  • Follow department policies and procedures and assist in the implementation of new processes
  • Sharing of knowledge with IT team members and other stakeholders
  • Ensuring quality standards are adhered to by self


3rd Line Infrastructure Engineer:

Skills and Competences:

  • In-depth experience working with Microsoft Windows Server and Hyper - V
  • In-depth experience working with Microsoft Windows desktop clients
  • Strong Microsoft Operating system skills
  • Strong working knowledge of LAN and WAN infrastructure
  • Working knowledge of Cisco switch configurations
  • Understanding of Firewall fundamentals
  • Experience creating technology solutions using best of breed infrastructure products
  • Active Directory
  • Working knowledge of an industry standard IT Service Management tool e.g. Ivanti, ServiceNow, etc.
  • Good communication skills, including the ability to convey technical concepts and information to both technical and non-technical people
  • Ability to create and maintain strong relationships with fellow team members, key stakeholders, and external suppliers

Additional desirable skills and experience:

  • Demonstrable knowledge of the operational ITIL Service Management framework including
  • Incident and problem management
  • Effective co-ordination skills - able to prioritise and execute competing activities
  • Experience in delivering successful tasks and project orientated activities

Other requirements:

  • Good interpersonal skills and an excellent understanding of customer service
  • A professional attitude to deal with a range of internal and external stakeholders
  • The ability to work under pressure and handle multiple tasks
  • A self-starter with a good approach to problem solving and a good eye for detail
  • A committed and positive attitude
  • A flexible approach

Job Offer

3rd Line Infrastructure Engineer

£40,000 - £45,000 + Benefits + OOH + On Call + Bonus

Candidate must hold a valid Driving Licence

This job was originally posted as www.jobsite.co.uk/job/959884105