3rd Line Service Desk Engineer - Gloucester

Role: 3rd Line Service Desk EngineerRole Type: PermanentLocation On-site GloucesterSalary £38,000> £42,000Are you passionate about providing excellent technical support with expertise in 3rd Line? Are the last escalation point in a team of engineers looking to expand in Fire and Security Support?We have an opening to join our client who specialise in independent, and customised design, installation, and support of Fire, Security, and IT systems. The successful candidate will be responsible for achieving and maintaining good working relationships with customers and providing a high level of customer service for all support queries whilst adhering to all service management principles. The role will consult on infrastructure problems and provide suitable networking solutions, take ownership of user problems and will work proactively to troubleshoot, respond and resolve end-user issues.Role ResponsibilitiesProviding support to 1st, 2nd & 3rd line engineers acting as an escalation resolution point for our customersProviding senior technical support to customersBuilding and maintaining good working relationships with Project Managers in order to lead on 3rd line infrastructure projects, ensuring projects are completed in line with timeframes and costingsMeeting with customers to understand the organisation strategy and working with Technical Architect and/or Solutions Architect to create IT solutions that meet those needsMaintaining 95% or above on our service desk SLA agreementsMaintaining the business IT network, ensuring that any items of risk are highlighted or removed from the infrastructureAnswering incoming telephone calls, tickets and emails ensuring all tickets are logged effectivelyManaging own ticket queue and workloadCompleting scheduled small works as required and within the agreed customer timeframesProviding coaching on technical skills and processes to 2nd Line and 1st Line staff, oversee product specific staff training and encourage team sharing of best practiceProviding pre-sales support to existing customersCompleting proactive maintenance for the businesses support customersSupporting the Technology Management Team to ensure effective and efficient task allocation and schedulingAssisting the Technology Management team with managing the support team and departmental responsibilities and covering for them as and when requiredEssential SkillsExperience of working in a Managed Service Provider or similar IT support environment covering a number of different technical areasExperience with working on IT infrastructure projects where responsible for planning, installation and documentationA minimum of 1 formal IT qualification (e.G. Microsoft product certification. (MCSA e.G.), Network certification. (CCNA e.G.)Good working knowledge of major networking components, to include networking operating systems, basic configuration and maintenance, switches, router and firewallsBackup configuration and maintenance experienceHands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and softwareDaily system checks to include servers, backups and firewallsExperience in troubleshooting Microsoft environmentsFull UK driving licenceDesirable Certifications/QualificationsITIL certificationCertification and/or excellent working knowledge of windows server 2003/2008/2012/2016Certification and/or extensive working knowledge of windows 7/8/10There may be some customer site travel required at times, that may also fall outside of standard working hours when required. You may be part of an on-call rota to support customers out of hours.If you are interested in the role and wish to discuss your CV and find out more about the client, then please apply directly to this advert or email [email protected].