3rd Line Support Engineer

Austin Fraser
Reading, UK
18 May 2019
23 May 2019
Contract Type
Full Time
What it's all about...

We are Austin Fraser, an award-winning, international recruitment consultancy specialising in the Digital Technology, Automation, Aviation and Life Science industries globally. Founded in 2007, we have thriving offices in Reading, Munich, Berlin, Austin, Denver, Dallas and Hamburg and an impressive track record of profitable growth. Our success is founded on hiring talented people who love what they do and letting them pursue their career goals in a supportive, fun and inspiring work environment. We are enormously proud of Austin Fraser's people and culture and have been recognised in the Sunday Times' Best Companies to Work For awards for the last 7 years running.

Austin Fraser is growing rapidly and we are now recruiting a brand new role for a senior support engineer to join our Technical Services team based out of our Reading office. Austin Fraser is a fast paced business with demanding leaders and continually changing priorities so you'll support and help problem solve situations with operations across the business worldwide.

This is not a pure support role, as it will also come a lot of projects and creative and innovational thinking, building on the existing infrastructure to how we believe is best fit for Austin Fraser.

What you'll be doing...
  • Receiving and responding to problems from customers via ticketing system, email, phone, and face to face, with a priority on 3rd line activities.
  • Identifying, researching, and resolving customer issues using available resources.
  • Following-up on customer problems not immediately resolved
  • Recommending new and better solutions to fulfill requirements and solve problems
  • Proactive and innovation maintenance of infrastructure systems
  • Providing support and coaching to 2nd line IT engineers

Who you'll work with...
  • All Austin Fraser staff at all locations, UK, Germany and USA
  • Third party suppliers and outsourced support partners

You'll need this experience...
  • Experience of supporting all levels of staff as part of a bigger team.
  • Dealing with escalations from 2nd line IT engineers and acting as single point of contact.
  • Coaching IT team members
  • Providing 3rd line technical support, with a good understanding of network and server support

You'll have these skills and attributes...
  • Maintaining and supporting Microsoft server operating systems, 2012 onwards (Critical)
  • Active Directory, Group Policy, DNS, DHCP, file and print
  • Virtualisation platforms
  • Google G Suite office platform (Nice to have)
  • Able to support the Apple macOS (Nice to have)
  • Able to support hardware of Apple iMac Pcs and MacBook laptops (Nice to have)
  • Skilled in the use of Cisco Meraki, Switches, security appliances - CCNA preferred
  • ITIL trained
  • GDPR aware
  • Excellent communication skills working with all staff across the business at all levels
  • Organised and effective, ability to multitask and prioritise
  • Willingness to coach and motivate your team, and to keep them informed
  • Willing to challenge the status quo, curious, innovative, creative, continuous improvement mindset
  • Self motivated and pro-active
  • Ability to remain calm and professional in difficult circumstances
  • Excellent customer service skills
  • Confident with an outgoing personality
  • Team player

On top of that, you'll be someone who...
  • Is a natural relationship builder, establish trust and respect
  • Gets stuck in, hands-on and "sleeves-rolled-up"
  • Be willing to travel across Europe and the US
  • Can solve problems and resolve issues quickly and objectively, doing what's right for the business
  • Is willing to come to people for advice at the start of a process and keep updated throughout
  • Is able to identify opportunities and trends and take ownership for what we should be doing to minimise business risk and maximise business performance.
  • Is curious about how the business works and wants to expand knowledge of the business generally to feel truly connected with it
  • Has high personal standards and demonstrates unshakable integrity in all their professional dealings and interactions

Austin Fraser is committed to being an equal opportunities employer, and encourages applications from candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity status.

Due to the volume of applications received, we are unable to provide individual feedback to unsuccessful applicants.

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