Senior Support Engineer (3rd Line)

Roc Technologies
Newbury, UK
04 Sep 2019
06 Sep 2019
Contract Type
Full Time
Job Title: Senior Support Engineer (3rd Line) - Platforms

Working Hours: Standard Working Hours + On-call Rota

Primary Place of Work: Newbury

Other: Must either have or be able to qualify for UK Government security clearance (SC level)

Company Overview

Roc Technologies specialise in providing managed services and IT solutions to a wide range of businesses across all market sectors.

Our reputation has been built on our quality processes and our employee's ability to engage with and deliver our solutions to customers.

Department Overview

Roc have multiple Managed Service Centres, including the Southern Technology Centre (based in Newbury), Northern Technology Centre (based in Scotland) as well as the Southern Logistics Centre and MSOC based in Woking. Between them, the MSC delivers proactive management of our customer's Networking, Private and Public Cloud as well as End-User services. The MSC ensures all contractual commitments and Service Levels are delivered to exacting standards. The MSC handle customer events, reduce failures and escalate effectively. To deliver real value to a customer and continually improve operational efficiency the proactive elements of a Managed Service are also vital. This includes capacity management, proactive problem management, configuration management and technical changes to a customer's environment.

Position Overview

The position of Senior Support Engineer is part of a team of engineers, who provide the final level of technical escalation within the Northern and Southern Technology Centres. This is a replacement for an existing member of staff.

As the final level of technical escalation, you will interface directly with our customers' technical teams to provide remote troubleshooting of more involved incidents as well as involvement in problem management and higher complexity change requests and request fulfilment. You will also be involved in BAU and transformation projects.

This role is also responsible for helping set the technical strategy for how Roc fulfils core ITIL processes for its customers.


- Maintain system availability for customers by documenting routine maintenance practices and participating in the implementation of best practices in your technical specialism.

- Troubleshooting technical faults and regularly updating customers on progress of incidents, problems and changes by telephone and email in a professional manner

- Maintaining Roc and customer ITSM systems with high quality work notes detailing progress, actions and plans.

- Working as part of an on-call rota to provide Tier 3/4 technical expertise to 24X7 Tier 1 team outside core hours.

- Guide and instruct technical staff, professionally challenging behaviour where necessary

- Contact third parties/vendors to log and progress support calls, request and progress technical advice from our customers

- Identifying and recommending improvements for the Support operation

- Work closely with the Operations Manager on continual improvement programmes/workstream

- Liaison with internal departments, vendors and suppliers where required

- To ensure all requests meet or exceed the contractual Service Level Agreements.

- Maintain high customer-care levels at all times.

- Carry out housekeeping tasks.

- Actively seek to improve and grow own skill and knowledge in appropriate areas.

- Ad-hoc duties as required.



* 5+ years of practical experience (Advanced) managing/supporting IT Infrastructure.

* Demonstrable ability to deal with high impact, high profile, incidents and deal with senior level technical engineers

* Ability to obtain Security Clearance

* Support / Project Experience in a number of the following Technologies:

* MS Exchange

* Citrix Netscaler

* ** Cisco ESA / Ironport

* SCCM (OSD, App Deploy, AV)

* Deployment (RIS - Microsoft Deployment Technologies (MDT), windows deployment Services (WDS) etc)

* PKI (Public Key Infrastructure)

* SANs (NetApp etc)

* RSA Secure Tokens


* Experience in working within an Enterprise or Managed Service support function

* ITIL Foundation Certificate

* Working in a secure / Regulated environment

* Proven experience in working with monitoring and event management tools

* Proven server troubleshooting experience

* Ability to quickly assess outages and identify the likely route cause

* Support / Project Experience in a number of the following Technologies:

* Azure Cloud (AD, ADFS, AD Content)

* Intune

* Office 365

* Backup ( Comvault / Netbackup)

* VMWare

* UKCloud VMware vCloud


* Citrix XenApp


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