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3rd Line Service Desk Engineer

Closing date
17 Oct 2021

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Technology & New Media
Salary Band
Annual, £25,000 - £29,999
Contract Type
Full Time
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3rd Line Service Desk Engineer
Up to £30,000
About the Client:
* Our client, specialists in the Fire and Security industry, are seeking a hardworking and passionate 3rd Line Service Desk Engineer based around the Gloucester area to join their Engineering team on a permanent basis.
The Role:
Responsible for providing support to 1st, 2nd & 3rd line engineers acting as an escalation resolution point for our customers and providing senior technical support to customers.
Provide coaching on technical skills and processes to 2nd Line and 1st Line staff
Build and maintain good working relationships with project Managers in order to lead on 3rd line infrastructure projects ensuring projects are completed in line with timeframes and costings.
To meet with customers and to understand the organisation strategy and work with Technical Architect and /or Solutions Architect to create IT solutions that meet those needs.
To maintain 95% or above on our service desk SLA agreements.
To maintain the GBE Converge IT network, ensuring that any items of risk are highlighted or removed from the infrastructure.
Answer incoming telephone calls, tickets and emails ensuring all tickets are logged effectively and with adequate information to ensure that support requests can be resolved efficiently and that ticket closures are achieved in line with daily targets.
Manage own ticket queue and workload, ensuring it is scheduled in an efficient manner and that time sheets are updated accurately and promptly.
Complete scheduled small works as required and within the agreed customer timeframes.
Provide coaching on technical skills and processes to 2nd Line and 1st Line staff, oversee product specific staff training and encourage team sharing of best practice.
Provide pre-sales support to GBE Converge existing customers.
Complete proactive maintenance for GBE Converge support customers.
Support the Service Desk Co-Ordinator to ensure effective and efficient task allocation and scheduling.
Ensure all paperwork relating to finished work is completed and recorded in line with relevant timeframes.
Stand-in for the Service Desk Manager to manage the support team and departmental responsibilities as and when required.
Qualities Required:
Experience of working in a Managed Service Provider or similar IT support environment covering a number of different technical areas.
Experience with working on IT infrastructure projects where responsible for planning, installation and documentation.
Demonstrable experience of sound professional communication skills, written, over the phone and face to face.
A minimum of 1 formal IT qualification preferably at a higher education level or above.
A minimum of 1 Microsoft product certification. (MCSA e.g.)
A minimum of 1 Network certification. (CCNA e.g.)
Good working knowledge of major networking components, to include networking operating systems, basic configuration and maintenance, switches, router and firewalls.
Backup configuration and maintenance experience.
Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software.
Daily system checks to include servers, backups and firewalls.
Excellent customer service skills and experience.
Experience in troubleshooting Microsoft environments.
Willingness to learn new skills in a fast-paced environment.
Comfortable working within a team or on own initiative.
Full UK driving license.
ITIL certification.
Experience of working as a Managed Service Provider or similar.
Certification and/or excellent working knowledge of windows server 2003/2008/2012/2016
Certification and/or extensive working knowledge of windows 7/8/10
Certification and/or extensive working knowledge of Office 2003/2010/2013/2016/365.
Certification and/or extensive working knowledge of Exchange server 2003/2007/2010/2013/2016/365
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