3rd Line Service Desk Engineer

3rd Line Service Desk Engineer

My client within financial services based in the Surrey area are recruiting for a 3rd Line Service Desk Engineer.

As a 3rd Line Service Desk Engineer, you will be providing IT support to end users. Provide expert support and resolution on complex incidents and processes related to IT & Security. Participate in IT projects and
handle incoming requests and changes to the Service Desk & Cyber Security team via telephone, e-mail, and ticketing system, when appropriate, to ensure courteous, timely and effective resolution of end user issues within SLAs.

As a 3rd Line Service Desk Engineer, you will be working in a hybrid WFH / Office set up, currently the team get 1 day from home and 4 in the office.

3rd Line Service Desk Engineer Benefits:

• 22 days holiday + 8 Bank Holiday (Holiday's increase to 27, 1 additional day per year worked)
• Healthy contributed pension
• Training and development
• Access to a number of financial based products
• Dress down Fridays

3rd Line Service Desk Responsibilities:

• Handle incoming requests and changes to the Service Desk & Cyber Security team via telephone, e-mail, and ticketing system, when appropriate, to ensure courteous, timely and effective resolution of end user issues within SLAs
• Demonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday)
• Accurately, document all information, of escalated incidents, major incidents, problems, and changes while providing timely regular updates and follow up to resolution
• Assist 1st & 2nd line engineers in escalated incidents by acting as SME on fields of expertise, and / or escalate to team leader, or head of the department, as required
• Create and maintain detailed professional documentation around processes and procedures
• Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one
• Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, SaaS & on prem Applications, Azure, IAM, PIM, etc)
• Identify areas of improvement and be able to form professional proposals around processes, tools, and communication approach, to facilitate continual improvement
• Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications
• Become the SME in pre-defined platforms leveraged by the business, and own documentation and expertise in resolution of relevant incidents, upgrades, and projects related to these
• Drive an all-inclusive culture that relies in clear, timely, exemplary communication and transparency, by defining expectations, prioritising properly, following through resolution, and conducting post resolution actions (Documentation of resolution as Knowledge Base Articles, post-incident communication, etc)
• Perform under defined timeframes and proactively report any need for deviation
• Attend meetings that may be necessary in the performance of your duties
• Comply with and uphold company policies and procedures, including but not limited to IT, Security, Health and Safety
• Participate in security related exercises, such as patching, vulnerability remediation, security audit remediation tasks and cooperate with the Cyber Security team to ensure all actions are performed in a timely and compliant manner
• Understand the concepts and have strong experience of O365 and on Prem environments, Group policies, user and device management
• Be an SME on the RMM tool(s) used in the business and manage scheduled and on demand scripts, patching workflow, but also monitoring, administration, and remote support
• Administer the chosen SaaS platforms of the business including but not limited to HexNode MDM, Solarwinds Service Desk, N-able RMM, O365
• Administer and maintain the joiners / movers / leavers process in a timely and secure way
• Provide expertise on windows services such as DNS, DHCP, GPO, PowerShell, Scripting, Identity Management, AAD or Hybrid environment management
• Build and distribute corporate hardware while maintaining inventory and asset registers
• Undertake any additional tasks as may reasonably be required from time to time
• Work as part of a closely knit team of Service Delivery and Security Engineers and collaborate effectively on a daily basis, by promoting an open culture and offering coaching to 1st and 2nd line engineers
• Participate in the continual improvement task force
• Contribute to the change management process as and when required
• Be enthusiastic about receiving training on new technologies and demonstrate the ability to rationalise and leverage the acquired knowledge for the benefit of the team
• Create and manage support requests to 3rd party vendors when required and follow to resolution
• Work with the Change Manager as required per the Change Management process

3rd Line Service Desk Engineer Skills & Experience:

• Minimum 4 years previous experience in a similar role as a 2nd /3rd Line Support in an SLA, CSAT, ITIL driven environment
• Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade
• Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware, Hyper-V)
• Extensive knowledge of AD and AAD structure, configuration & administration
• Scripting (Batch, PowerShell, etc)
• Knowledge of security related concepts, frameworks, and tooling
• Experience on managing Centralised Antivirus, Application packages, Policies
• Systems administration and networking experience will be taken under consideration
• Proven written and verbal communication skills with stakeholders of all levels
• Proven analytical and problem-solving abilities
• Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops
• Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources

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