We are looking for an experienced 3rd Line Service Desk Engineer responsible for providing both onsite and remote technical support for our client base. Ideal candidate will be from a Managed Services Provider background.
3rd Line Service Desk Engineer
Whitstable
Circa £40k
We are looking for an experienced 3rd Line Service Desk Engineer to join our Service Delivery team. Our client takes pride in having an employee-centric environment and are strong believers in developing the skills, knowledge and resource of our small workforce.
As a Senior Engineer you will be responsible for providing both onsite and remote technical support for our client base. You will be responsible for managing onsite technical matters with client IT systems, ensuring SLAs are met. When not providing onsite support, you will carry out the duties of a 3rd Line Service Desk Engineer, acting as an escalation point for 1st and 2nd Line Service Desk Engineers. The role will involve fault diagnosis and resolution, providing onsite, remote and telephone support for client infrastructure and end-users.
Our ideal candidate will be an experienced Technical Support Engineer from a Managed Service Provider background. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential.
Key Responsibilities
- Provide onsite and remote technical support to an extensive client base.
- To install and maintain IT and communications systems in line with specifications, to ensure client requirements and deadlines are met, and that systems are fully secure.
- Assist in providing diagnosis and resolution of issue tickets, maintaining a high level of 1st time fixes.
- To act as an escalation point for 1st and 2nd Line Service Desk Engineers by offering support and technical assistance, to aid in the resolution of client queries.
- Respond appropriately to technical issues raised, through resolution or escalation.
- Prioritisation and management of workload to ensure contractual SLAs are met, whilst leading and guiding junior engineers to do the same.
- Self-manage projects from scoping, design and implementation through to sign off
- Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket.
- To maintain the appropriate client site documentation for each designated client.
- Provide efficient customer service to a vast client base.
- Work in accordance with company values, policies, procedures and standards.
Essential Skills and Experience
Our ideal candidate will be an experienced 3rd line support engineer from a Managed Service Provider background. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT, excellent technical knowledge with a natural penchant for teaching and mentoring junior engineers whilst providing outstanding customer service is essential.
You will be extremely comfortable in your technical knowledge and abilities, plus relish the responsibility of being the last line of escalation for other engineers.
- Previous experience providing technical support for a Managed Service Provider (5 Years Preferable or at least in an IT Support Role)
- Excellent problem solving and customer service skills.
- Good understanding of a service management environment (ITIL)
- A team player prepared to work at all levels
- A well-presented customer focused individual with strong communication skills
- Experience with key technologies, such as:
- Windows Server 2003 – 2022 inc Core (MCSE Preferred)
- Comfortable with PowerShell
- Exchange Administration and Migration (2003-2019 / Exchange Online)
- SQL Server build plus job creation / permissions / monitoring / troubleshooting
- Windows Desktop XP – Windows 11 (inc Client deployment)
- Virtual Desktop Infrastructure/ VDI
- Active Directory, DNS, DHCP, RRAS and Microsoft Exchange
- Third Party / Domain SSL Certificate Management
- Virtualisation (Hyper-V / VMWare)
- SAN / NAS Storage
- OSx Operating systems
- Microsoft 365 and Azure/AWS Administration
- Strong administrative abilities within Microsoft 365 portals and domains
- Ideally more than comfortable with SharePoint
- Remote Working (RRAS, VPN, RDS)
- Networking technologies including LAN/WAN (CCNA/CCNP Level Preferred)
- Including ASA5500X firewalls and Watchguard Firewalls
- Backup technologies (Veeam primarily)
- Webroot, WatchGuard/Panda and Sophos Security products inc Firewalls and Cyber Protection
- 3CX VoIP systems (install, configure and maintain)
- Visual Files (Legal) knowledge would be a distinct advantage
- Passion for continued learning and development of oneself
- A full driving license is essential.
The hours of work are 37.5 per week. This is based on a rota, shifts falling between 08:00-18:00, Monday-Friday, plus in addition cover one Weekend Day a month as standby (rarely utilised but need to have access to a laptop in case). Applicants must be flexible to work additional hours to fulfil the requirements of the job role.
Constant Recruitment recently helped me secure my new position. Rachel took her time to get to know me as a candidate, asking questions about my experience, skills, and career goals. She provided me with guidance throughout the interview process and kept me updated on the progress of my application, calling and emailing me regularly.I am grateful to Rachel and I will be recommending Constant Recruitment to friends.
My experience with Constant Recruitment was really good, Rachel was very friendly and great at her job. She found me a job only a 5 minute walk from my home, and only took six days from first speaking to her to be offering the job.I would definitely recommend Constant Recruitment and Rachel. Thanks.
The company reached out to me on LinkedIn while I was looking for a new job, and they did not disappoint. My recruiter Rachel was very nice, friendly and supportive with me getting a new job relating to what i wanted to progress in. She had supported me with tips of how to do well in a interview and asked how i got on after the interviews.I am now working in a place that is much better than the one i was previously working at so all i can say is that if you are looking for a new job. Constant Recruitment Ltd is the place to go to.5/5 - Excellent service
Constant Recruitment really helped me so much with my job search, Rachel especially was so efficient, helpful and just a great help with any questions I had!She really helped me find the perfect job and helped me along every step of the process. I would definitely recommend their services. I really couldn't have asked for more!Thank you so much for all your help.
I would highly recommend Constant Recruitment. Rachel supported me every step of the way, from start to finish. She listened to my requirements for a new job and provided me with regular updates! I had such a pleasant experience and couldn't ask for more!
