3rd Line Engineer

The primary responsibility of this role is to provide technical support to a wide array of external clients as well as scoping and running project based work.
If you want to know about the requirements for this role, read on for all the relevant information.
As a 3rd Line Engineer, you will provide telephone, email and remote support for external and internal customers across a wide variety of technologies and environments.
Supporting calls and incidents using a ticket based business management platform (Connectwise) and acting as an escalation point for the wider team. You will provide all customers with a high standard of service within the defined contract SLA agreements and agreed process guidelines.
Responsibilities:
Fault diagnosis and resolution, providing remote support when required.
Meeting service level agreements and deadlines.
Lead / support in customer meetings with either the HOD, Team Leader or the Account Manager
Regularly review customer infrastructure and suggest improvements.
Assist and advice other staff to share knowledge and experience in resolving technical issues.
Active participation in continuous improvement activities and any training required for the role.
What we look for in our candidates;
ICT related qualification such as ITIL Foundation, Advanced skills in Microsoft and/or CISCO
Advanced level of knowledge of installing operating systems; installation or removal of general software, dealing with virus-infected machines and malware protection software.
Ability to research a problem and find a solution using on line resources.
Ability to make decisions and prioritise own workload
Ability to demonstrate strong commercial awareness
Desirable Criteria:
Experience of building/installing servers/software
Working knowledge of configuring or troubleshooting network devises such as firewalls, switches and routers
A technical certification in any of the following: VMware, Cisco, Microsoft, Citrix
What we can offer you:
Hybrid/flexible working
Perkbox membership
24 days annual leave plus bank holidays
5% Company pension contribution scheme
Individual training & development plans