3rd Line Support Engineer

  • Job Reference: 558974
  • Date Posted: 12 February 2024
  • Recruiter: Stratospherec Ltd
  • Location: Berkshire
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent
  • Email: Joshua@stratospherec.com

Job Description

Introduction
  
A leading provider of Education ICT solutions is seeking a 3rd Line Support  to join the managed service team.
  
  
The organisation brings together a team with over seventy-five years of collective experience, specialising in consultancy, infrastructure services, network development, and managed support services for educational establishments in the UK.
  
Key Tasks
  
  • To be the escalation point for all technical issues within the client, before the issue hits the  Helpdesk and to either fix these issues or escalate appropriately.
  
  • Provide the highest level of technical expertise to all assigned customer networks.
  
  • To visit a client site and work through an agreed list of issues or strategic discussions that the school would like to be completed during their visit.
  
  • To identify areas of Growth within the school from a Technical and Engineering front and escalate this to the account manager.
  
  • Mentor the Network Manager and Engineers on-site and assist in progressing them to the next level of Engineer within the company.
  
  • Ability to effectively communicate (verbally and in writing) technical information at an appropriate level, and in a suitable style, having assessed the audience.
  
  • To attend emergency call-outs where needed, sometimes beyond the call of duty.
  
  • To cover the absence of engineers where needed.
  

 Remote Helpdesk
  
  • To be part of the team that responds to calls on the Helpdesk.
  
  • Dealing with incoming tickets in a professional, courteous manner over the phone, at the centralised helpdesk and via email.
  
  • Taking ownership of tickets and managing them logically and methodically.
  
  • Conducting full and thorough diagnostics with end users to enable ticket resolution.
  
  • Keeping the Technical Services Manager abreast of all ongoing tickets, and their progress, at the end of each day.
  
  • Escalation of calls to engineers with other knowledge, ensuring the Technical Services Manager is aware of these calls.
 
 Holiday Work
  
  • To lead engineering projects within the school holidays.
  
  • To provide a detailed scope of works and design for this project.

  • Lead individuals of teams on site and delegate appropriate tasks to them to ensure the correct running of the project on time.
  
  • Work with the account manager in liaising with the school to ensure all equipment is correct and that the school see you as the face of the project.
  
 Other
  
  • Ability to self-regulate
  
  • Any other tasks that the Technical Management Team or the Company Directors feel are appropriate.
  
  • Ability to travel and understanding that we keep travel time to a minimum but sometimes; as times allow, we may need you to travel to other site’s.
  

 Work Experience Requirements
  
  • Four or more years’ experience managing enterprise-level Network infrastructures/a Service Desk.
  
  • Four or more years experience of in project managing high-end Microsoft server environment deployments.
  
  • Ideally experience with Virtualisation (VMWARE or Hyper-V preferred).
  
  • Cloud Services experience (Desirable, not essential).
  
  • Professional qualifications (Degree / Masters in Computing) or Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE)) or equivalent, demonstrable experience.
  
  • Other specialist IT-specific qualifications i.e.: Aruba, Cisco, HP or other Enterprise level software/hardware. Rewrite