3rd Line / Engineering team leader

Upminster, UK
20 May 2019
11 Jun 2019
Contract Type
Full Time
Job Purpose

To provide 3rd line support for our clients and assist 1st line and 2nd line engineers. The 3rd Line team leader should be trained to deal with a myriad of issues from setting up new users or hardware to diagnosing and solving complex IT issues. The team leader role will also include the day to day administrative work such as booking engineers for site visits and making sure tickets are updated in a timely manner. You will be leading 2 first line engineers and a second line engineer.

Dimensions of Job/Key Performance Indicators

There are many dimensions to this role, but it is fundamental that the role holder is customer focussed, IT savvy, proactive and a natural problem solver.

Key Performance Indicators;

• Timely and organised approach to dealing with the tickets raised, either to assign, review and escalate to management within agreed timescales

• Full and comprehensive completion of the ticketing system, ensuring all pertinent information is logged at all stages, and tickets are closed in a timely fashion

• Excellent communication with all stakeholders

• Working independently to resolve issues and development of own personal skills to solve more complex issues as they arrive

• Leading a team of 3-4 engineers

Key Accountabilities

Accountabilities include, but are not restricted to;

• Incident and ticket management/resolution.

• Strong knowledge of Microsoft based operating systems.

• Managing Active Directory, Exchange, Azure, Office 365.

• Hyper-V and Remote Desktop Services.

• Troubleshooting of basic network issues.

• Configuring and managing routers/firewalls.

• Domain name management.

• Microsoft Azure Server configuration and management.

• Retrospect Backup software and tape library management.

• Cloud backup configuration and management.

• DHCP, DNS, VPN, NAT setups and troubleshooting.

• Monthly server maintenance and updates.

• Hosted VOIP.

• Installing and configuring Sage and ACT.

• Apple OSX including server version.

• Engineer scheduling.

• Technical process creation for ServiceDesk and enforcement.

• A very good understanding of Group Policies.

• PowerShell

All other ad hoc requirements of the role which arise from time to time

Company Values


We believe our people are our greatest asset and we invest in them to ensure that they have the necessary skills and strengths to deliver on our promises.


We take great pride in every job we undertake and work hard to foster and maintain excellent relationships with our customers. We take the time to understand each customer's needs to enable us to provide relevant advice, support and recommendations.


We take the time to ensure we have sufficient knowledge to offer our customers the best possible resolution to their problems with the minimum of fuss, be that with long standing tried and tested methods, or by employing the very latest innovative solution. We provide our customers with simple answers which will address needs and consider the flexibility to adapt to tomorrows problems.


We take great care to strike a sensitive balance between understanding the requirement to operate at the fast pace of our customers business and providing a thought through and flexible solution which has the ability to adapt and grow with that business. There is no "one size fits all" approach - we look at each job on an individual basis and quickly and accurately present the best solution.

Experience & Qualifications

Desirable experience:

• Some experience in a related role/field.

• Strong knowledge of Microsoft based operating systems.

• Experience in remote access/management tools such as AnyDesk, TeamViewer, Autotask/Datto.

• Troubleshooting of basic network issues.

• Excellent written and verbal communication skills and telephone manner.

• Excellent organisational skills.

• Excellent documentation skills and attention to detail.

• Ability to work independently and as part of a small, and wider team.

• A quick learner/researcher.

Desirable experience:

Experience of any of the Key Accountabilities detailed above is desirable and the expectation is that each member of the Helpdesk will strive to ensure their knowledge of all the above is up to date and being built upon continually.

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