3rd Line Support Engineer

Basingstoke, UK
09 Jun 2019
21 Jun 2019
Contract Type
Full Time
Role Purpose

Provides varied and complex technical support activities as part of service delivery provision and/or projects deployment, including installation, troubleshooting, problem resolution and maintenance. Advises customers on preventive maintenance and configuration adjustments to improve product performance and customer satisfaction. The role holder works with no supervision and is a knowledge leader with depth of specialization across a wide range of systems. They support less experienced members of the team and wider function in maintaining the availability of the IT service delivered to end users. May supervise other members of the team and act as team manager if needed.

Key Accountabilities

• Technical Capability. Works within a team as a noted expert with a wide range of systems or in-depth product knowledge without supervision helping to define and implement technical best practice. Ensures effective planning and implementation of creative and innovative service changes.
• Process. Contributes to the definition of operational processes, (both internal and external) and dealing with customer escalated problems.
• Service Level. Manages systems within SLA, proposing, defining improvements and implementing changes to meet service level requirements. Monitors performance through statistical reporting and analysis.
• Project Work. Leads technical implementation of medium to large infrastructures and technical designs including producing cost and timescale estimates and identifying risks. On larger projects works within a technical framework of the project to meet customer requirements. Consults in tender stage as a technical expert in complex projects. May give training, presentation or workshops.
• Customer Relations. Establishes working relationships with the customer and relevant operational units, at the appropriate technical and/or management level, to understand the requirements of the customer's business in order to deliver and enhance the service.
• Problem Solving. Takes ownership for obtaining the information required to diagnose and resolve more complex problems. Engages with third parties to jointly resolve in-depth product issues where necessary. Proactively analyzes information and trends, proposing action to resolve problems, maintain and enhance service.
• Team Working. Takes a technical lead, promoting knowledge sharing and development of other team members both inside and outside of the group. Stands in for the manager if needed.
• Business Awareness. Proactively contributes both technically and commercially to identify and win new business. Understands the requirements of the customer's business, the scope of the contract and knows how issues impact the delivery of service.
• Professional Development. Stays up to date with new products, tools and techniques, encouraging their use within the business to promote continuous improvement of capability.

Role Description

We are looking for a seasoned professional, ideally experienced 3 rd to 4 th line standard. Must have secure systems support experience with a good track record of implementation/ support of Secure Cloud. Also need strong Active Directory skills and a good awareness of common technologies e.g., Virtualisation.

This role is for an 3rd line infrastructure engineer working as part of the Secure Cloud Offering Team based in BSN01. The successful candidate will have the following responsibilities:

• Developing an in-depth understanding of the VMware and Windows platforms used to the deliver the Fujitsu Secure Cloud
• Supporting the development and test environments within the Offering Team development environment
• Development and refinement of operational procedures to manage the Secure Cloud solution
• Developing monitoring and healthcheck procedures to minimise support effort required to run the Secure Cloud solution
• Providing knowledge transfer sessions with consuming programme service teams
• Maintaining the internal and public Knowledge Base repositories (using Atlassian Confluence)
• Documenting knowledge base articles
• Troubleshooting 4th line incidents raised by consuming programmes
• Provision of 3rd line Early Live Support to consuming programmes possible on customer site

The Secure Cloud team is run as a cross-functional combined delivery/service team using agile techniques. It's expected that this role will also be involved in some delivery activities especially around features aimed at improving usability/supportability of the solution.

This role requires the successful candidate to already have or be capable of getting at least Yellow clearance.

Mandatory skills/experience
Extensive 3rd line support experience of at least 3 of the following technologies in a secure environment
• Windows Server/Active Directory/GPOs
• Virtualisation (preferably VMware)
• Storage and Backup solutions
• SQL Server
• IIS Server
• Networking
• Monitoring/dashboard configuration
Demonstrable evidence of learning new technologies at pace and applying existing knowledge/experience in new areas

Desirable skills/experience

• Cloud workload deployment and management
• Symantec Endpoint Protection
• Gemalto products
• Agile/DevOps delivery/support practices

Key Performance Indicators

• Feedback from customers, Project Manager, Service Lines etc.
• Feedback of participants (internal and external) for technical training sessions delivered.
• Proven track record working with product authority and external vendor support teams.
• Proven track record of problem resolutions.
• Successful solution designs implemented.
• Evidence of sharing and re-use of knowledge.
• Successful definition, implementation and conformance to processes.
• Service level requirements met.
• Response and resolution to escalated issues in a timely manner.
• Problem ownership demonstrated.
• Meets project deadlines and costs within own scope of responsibility.
• Successful track record of leading small projects.
• Errors with workarounds or fixes provided in a timely manner.
• Successful track record of working with third parties.
• Improved first time/line.
• Correct application of severity, impact and priority.
• New business secured and successfully implemented.
• Skills matrix up to date with products/systems/technologies and techniques.
• Contribution to product forums and working parties.
• Up to date personal learning plan available.

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