Technical Engineer - 3rd Line Support

Analyst

Ref: 1566Monday 16 May 2022

See doc attached to Company with shift pattern

TECHNICAL ENGINEER – 3rd Line Support

Hybrid working with 3 days in the Customer Service Centre (Leek, Staffordshire)

Salary £38k

 

 

The Organisation

Our client is an award winning, highly admired, financial services organisation, that is owned and trusted by its members. A great place to work too with a strong sense of family and social responsibility. This is an exciting time of change to join the IT Operations team as they launch a new digital platform.

Working hours: 35 hours per week worked to a shift pattern – hybrid working

  • Monday to Friday 0800 – 1800
  • Saturday 0800 – 1300

 

The Role

The IT Service Team provides a single point of contact for internal IT customers and external third-party service providers. The IT Technical Engineer is responsible for services hosted on-premises, by cloud solution providers, and in managed data centres.

 

The role requires managing incidents and requests to agreed service levels and assisting in complex planned technical changes. Contribution to technical design and configuration is expected, to ensure that proactive service improvements are implemented. Engineers are responsible for managing customer expectations and are expected to always act as a positive representative of the department.

  • Providing 3rd line support to internal IT consumers.
  • Diagnosing and resolving incidents including investigation and troubleshooting.
  • Implementing changes and fulfilling service requests.
  • Performing daily system checks and responding to real-time alerts from monitoring.
  • Following processes and standard operating procedures.
  • Managing hardware break/fix and coordinating engineer to site activities.
  • Providing technical support to IT projects by contributing to solution research, design and implementation.
  • Maintaining technical knowledge and awareness of industry developments.

Required Skills & Experience

You will be able to provide technical support to IT projects by contributing to solution research, design and implementation, be able to work to project deadlines and within ticket response and resolution SLAs.

Essential:

  • Microsoft Windows Server 2019 (Active Directory, Group Policy, DHCP, DNS, WSUS, NTFS and Share Permissions)
  • Computer Networks (IP addressing and subnetting, firewall rules, network device function and troubleshooting techniques)
  • Microsoft Office 365 (Exchange Online, SharePoint Online, OneDrive, Teams)
  • Windows 10 (Configuring and troubleshooting)
  • Microsoft Deployment Toolkit or equivalent
  • Working knowledge of end user hardware and peripherals