3rd Line Support Engineer - Upminster, Essex

Additional Resources Ltd
Holberrow Green
10 Feb 2018
15 Feb 2018
Contract Type
Full Time

3rd Line Support Engineer - Upminster, Essex

Salary - 28-37K Depending On Experience

As IT support staff you will work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, and in person (for walk-in customers). Improving the user experience is at the core of the of the IT Support Engineer role and as a result the tasks and projects involved can be varied, providing some great opportunities to learn and develop.

The role

Monitor and respond to incoming IT support requests from users via the support request ticketing system

Ensure any support requests not received via the ticketing system are properly logged on the system

Take ownership of issues by carrying out problem analysis and implementing temporary or permanent fixes with the aim of restoring normal service as soon as possible, escalating incidents to technical support teams of service providers and suppliers and following up where necessary and communicating incident progress updates to the business and/or affected user(s) till final resolution


Experience of using industry standard Helpdesk ticketing systems

Experience of using remote assistance software (i.e. TeamViewer)

Administration of email SPAM filtering systems

Understanding of the following systems and services from real-world deployments:

MS Windows operating systems from XP up to the present day

MS Windows Server 2003/2003 R2/2008/2008 R2/2012 R2

Active Directory

Print server

File sharing

MS Windows Phone operating system

Android mobile phones and tablets


A minimum of 4 years` experience working within an IT support position

Experience in 1st line support

Experience of working with Voice Over IP phone systems

Experience of field working - i.e. overnight stays; visiting remote sites


MS SQL Server 2008

MS Exchange 2007

MS Sharepoint 2010 Foundation

Broad knowledge of IP networks and configuration of network equipment

Understanding of network troubleshooting approaches (LAN and WAN)


The post holder must be able to work flexibly, as determined by business requirements, including weekend working on a rota basis or other arrangement. The role will involve the post holder to be on an on-call rota and provide out of hours cover as required. The post holder will need to hold a full, clean driving licence, and have access to their own transport.

Additional Resources are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003

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