3rd Line Support Engineer - Upminster

Additional Resources Ltd
12 Apr 2018
20 Apr 2018
Contract Type
Full Time
3rd Line Support Engineer - Upminster

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
Diagnose hardware faults and identify, fit and test appropriate replacement equipment
Plan, perform and test upgrades of system software, user software and device firmware
Configure, administer and troubleshoot problems with mobile phones, tablets, and other mobile devices
Troubleshoot and resolve printing problems
Maintain a first class level of customer service ensuring that all customers are treated efficiently and courteously
Provide support for the Avaya VOIP phone system
Actively support remote offices, sites and depots with routine and reactive visits
Accurately record, update and document requests using the IT service desk system
Actively develop and maintain documentation of all IT systems and process
Operate, test and maintain scheduled server backup processes
Perform data recovery when required
Make technical policies and procedures understandable to non-IT people


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


Ability to communicate highly complex and innovative ideas in business-friendly and user-friendly language both verbally and in writing
Ability effectively to research, compare, test and critically evaluate new and existing technologies for business use
Keen attention to detail
Deadline driven
Team Player but capable of working on own initiative to fully understand implications of changes and effective working methods
Adept at prioritising multiple tasks and accountabilities, often to tight deadlines
Excellent analytical and problem solving skills


A minimum of 4 years` experience working within an IT support position
Experience in 1st line support
Experience in 3dr line is a must
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 Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003
This job was originally posted as www.jobsite.co.uk/job/960517322

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