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3rd Line Support Engineer

Location: Shoreham-by-Sea Salary: Up to £38000 per annum + benefits
Sector: IT & Telecoms, Electronics, Technology Specialism:
Type: Permanent Contact: Sophia Broad

3rd Line Support Engineer

3rd Line Support Engineer needed for a leading MSP based close to Brighton, to join a growing Service Desk team. As 3rd Line Support Engineer you will provide 3rd line support and demonstrate excellent customer service in the areas of; IT, including Office 365, Windows Server, Desktop Support, Networking, and Wireless Systems.

The successful 3rd Line Support Engineer would ideally have previous experience within an IT Support role, working at a 3rd line or equivalent level.

Some of the main duties of the 3rd Line Support Engineer will include:

  • Manage tickets assigned and ensure system is organised and up to date.
  • Answer the phone within the agreed target time and as a minimum, to meet any agreed personal call targets.
  • To diagnose, log, action and follow through to resolution all faults and requests, including escalations whilst keeping the customer informed of progress.
  • Be able to identify when a fault cannot be fixed remotely and route straight into Field Engineering Co-Ordinator for booking.
  • To work with the Technical Lead on any handover from projects to operations.
  • To fully investigate root cause issues and resolve accordingly.
  • To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner.
  • To adhere and contribute to the company's quality system and processes, and their maintenance.
  • Actively contribute to and promote the use of best practice and continual service improvement within the team.
  • Contributing to the success of the service operations department and the company.

What experience you need to be the successful 3rd Line Support Engineer:

  • Excellent working knowledge of Windows Desktop (7,8,10)
  • Extensive experience with troubleshooting Outlook and Office products.
  • Experience with third party application support including Sage and other accounting software, SQL based products and o broad knowledge of mainstream third party applications.
  • Excellent working knowledge of Active Directory, Exchange, Office 365, Group Policy, DNS, Network domains, backup solutions, virtualization, firewalls and routers.
  • Experience with troubleshooting printers, MFP's and deployment.
  • Troubleshooting general PC and network issues
  • Excellent telephone manner and ability to diagnose faults over the phone
  • Strong customer service skills
  • Organised and able to work autonomously or as part of a bigger team
  • Experience Backup solutions experience including Veeam, Symantec, WSB, Attix or Storagecraft
  • Experience with Meraki and/or Sonicwall firewalls
  • Experience with Data, Broadband, Ethernet circuits.
  • Extensive experience supporting and managing server technology including Hyper V, Vmware,
  • Windows Server & SANs.
  • Strong Networking knowledge ideally including Meraki, HPE or Cisco.

This really is a fantastic opportunity for a 3rd Line Support Engineer to progress their career. If you are interested, please apply as soon as possible as this position will be filled quickly so don't miss out!

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

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