3rd Line Support / Technical Solutions Engineer

Gloucestershire, UK
31 May 2019
18 Jun 2019
Contract Type
Full Time
3rd Line Support / Technical Solutions Engineer

We need a contract 3rd line support engineer for a 4 week contract to start at the beginning of June.

Title: Technical Solutions Engineer.

Location: Gloucester (+ travel to client site). Commutable from Cheltenham, Bristol, Tewksbury.

Rate: c£250 per day.

Start: ASAP beginning of June

Duration: 4 weeks possible extension

Technical Skills & Qualifications

  • Windows Desktop environments, including Windows 7, 8 & 10.
  • Windows Server 2008 / 2012.
  • MS Exchange Server 2013 / 2016.
  • Networking - LAN, WAN, firewalls.
  • Wireless networks.
  • Thorough understanding of Information Security best practices.
  • Understanding of ITIL best practices.

DESIRABLE (any of the following a +).

Office 365 & Exchange Online, AVG Cloud Care Antivirus, experience in a managed services environment, Cloud hosting (Azure, AWS, Softlayer) &/or Cloud migration experience, Linux, Apple, Mobile computing.

  • Deliver technical project work within agreed timescales.
  • Manage expectations of key stakeholders.
  • Demonstrate flexible approach.
  • Produce high quality, accurate & detailed requirements, solutions & technical documents.
  • Present professional & knowledgeable image of the company at all times.
  • Applies Information Security best practise
  • Manage ad-hoc support workload appropriately.
  • Prioritise tasks & recognising the impact on other people.
  • Maintain good & appropriate level of communication with end users & 3rd parties at all times.
  • Good requirements gathering.


  • Providing 3rd line support via escalations from the Service Desk, as part of project delivery or in response to direct requests from the customer.
  • Managing own workload of tickets to ensure SLAs are met.
  • Escalation of issues to 3rd party software & systems suppliers where necessary.
  • Root cause analysis.
  • Working with team members & the Senior Management Team on complex issues & incidents to provide appropriate service & resolution to the client.
  • Working with the Service Desk team on escalated issues, support & knowledge transfer..
  • Providing guidance to customers on the best use of their IT Solutions.

  • Deliver projects on time, to the agreed standards, functionality & quality.
  • Manage workload to ensure deadlines & budgets are met.
  • Identify opportunities for improving customers' IT Systems by utilising existing systems & identifying areas where new systems, services & software would be better.
  • Research & find solutions to challenges & requirements.
  • Work independently to define & deliver small scale projects.
  • Work as part of the wider team to define, develop & deliver complex mid-size & large-scale projects.
  • To maintain the security of in house & customers' Information Systems.

To learn more about this exciting opportunity please call Emily on 01566 776 888 or email your CV to

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