2nd / 3rd line engineer

Oriium Consulting
Kirk Deighton
14 Apr 2018
21 May 2018
Contract Type
Full Time

From our Yorkshire based Head Office, Oriium provide innovative IT Solutions along with first class customer service. Winning numerous awards including the Deloitte fast 50 and the Santander Breakthrough 50 award Oriium has grown to be one of Yorkshires fastest growing technology companies.

To support exciting levels of growth in the business, we are looking to recruit a talented and committed 3rd line Support Engineer to perform a key role in assisting our clients and internal staff with an escalation point for technical queries. The successful candidate will be involved with a variety of service desk, desktop, telephone, remote and client facing support and will both assist and lead on consultancy and other projects when required. Applicants must have excellent customer service and quality management skills, must be able to work alone and as part of a wider team. The ideal candidate will have experience of working in a fast paced working environment, where constant update of knowledge in both the technical and procedural aspects of the job are paramount.

Main Job Tasks and Responsibilities

Service Desk (FlexSupport)

  • Provide second and third line support to customers and OriiumFlexsupport service desk
  • Support the 1st and 2nd line team to resolve issues that come into the service desk acting as a point of escalation for more technical issues
  • Ensure that tickets are resolved in line with service level targets
  • Ensure that tickets are worked in line with Oriium process
  • Proactively help resolve tickets where required
  • Cover 1st and 2nd line for Holiday/busy periods

Projects (Flex-PS)

  • To lead and liaised with Oriium partners to assist on technical projects as and when required
  • Scope out initial Project plans, stages and tasks
  • Manage project stages in line with timescales and budget requirements
  • Manage risks effectively and communicate risks to management
  • Communicate project updates to the wider project team and key stakeholders

Technical Operations

  • Maintain Oriium and Oriium Client systems that fall under the scope of contracted services
  • Manage schedule of maintenance and upgrade to technical infrastructure
  • Ensure Oriium accreditations and upheld (http://www.oriium.co.uk/about-us/certification/)
  • Update and maintain technical knowledge bases
  • Update and maintain technical documentation sets
  • Ensure knowledge transfer and in house technical training is in place for Oriium

Key Technical Skills

  • Windows OS/Server
  • Microsoft 365
  • Cloud Hosted Solutions/Storage (Azure/Amazon/Googleetc)
  • Active Directory / MS Exchange and MS Office 365
  • Wireless network design, implementation and management
  • Hyper-V/VM Ware
  • Apple OS X and iOS devices (not essential but highly beneficial)
  • Network devices, e.g. firewalls, UTMs, switches and routers

Key Competencies

  • Oral and written communication skills
  • Learning skills
  • Customer service orientation
  • Problem analysis and problem solving
  • Team interaction
  • Excellent attention to detail
  • Driving License and own transport

Job Type: Full-time

Salary: To be discussed on interview.

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