3rd Line Service Desk Engineer

Metroline Ltd; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in the transportation sector is seeking a Mid-Senior level HR Business Partner to provide advanced technical support and leadership within the IT department. The role involves troubleshooting, system design, and collaboration with vendors. Candidates must demonstrate excellent technical knowledge and interpersonal skills. This position requires travel to various office locations and adherence to a weekly shift pattern.

Qualifications

• Excellent experience in supporting Windows OS, MS Office, and Active Directory.
• Full clean UK driving licence required.
• Understanding of project management including Prince2 and Agile.

Responsibilities

• Provide 3rd line support to over 1000 users across multiple sites.
• Lead the team in the absence of the Service Desk Manager.
• Involvement in the design and architecture of IT systems.

Skills

Technical Knowledge

Interpersonal Skills

Problem Solving

Tools

Microsoft Exchange

Active Directory

Citrix

Job description

Get AI-powered advice on this job and more exclusive features.

Direct message the job poster from Metroline Ltd

Impactful HR business partner - Aligning people, processes, and goals !!

Job summary

Provide 3rd line support to over 1000 users across multiple sites throughout Glasgow, Edinburgh, Ireland, London and the UK.

Be required to travel to other Company offices or Associated Company locations.

Main Responsibilities

Advanced Technical Support:

• Handle complex technical issues that cannot be resolved by 1st / 2nd line.
• Provide expert-level troubleshooting and problem resolution for systems.
• Be part of the callout Rota providing 24 x 7 out of hours support to for Business systems, Garages, Call Centre and Operational staff.

Leadership:

• Lead the team in the absence of the Service Desk Manager
• Provide guidance and oversight to the team when required.
• Ensure members of the service desk team record accurately and maintain records with the service desk system, in accordance with ITIL processes
• Seek out opportunities for training and development of the team.
• Lead cross-team initiatives

System Design and Implementation:

• Involvement in the design and architecture of IT systems and solutions.
• Lead the implementation of new technologies and upgrades.

Performance Optimization:

• Analyses system performance and recommends improvements or upgrades.
• Conducts in-depth performance tuning and optimization of systems.

Documentation and Knowledge Sharing:

• Develops comprehensive documentation for system architecture, configurations, and processes.
• Shares knowledge and trains 2nd line on complex issues and solutions.

Collaboration with Vendors:

• Works directly with software and hardware vendors for support and issue resolution.
• Manages vendor relationships and escalates issues as necessary.
• Leads small IT projects, including migrations, upgrades, and new technology implementations, according to Prince2 standards.
• Responsible for project planning, execution, and resource management.

Disaster Recovery and Backup Management:

• Oversees backup processes and ensures data integrity and availability.

Strategic Planning:

• Evaluates emerging technologies and makes recommendations for adoption.
• Lead improvement activities.

Essential Criteria for application

• Must be able to demonstrate excellent technical knowledge across Microsoft and other core products.
• Excellent experience in supporting: Windows operating systems, MS Office, Active Directory, Microsoft Exchange.
• Good experience in supporting Terminal Services / Citrix; IP networking; Dell, Lenovo, or other server ranges.
• Experience in supporting Mobile Device Management solutions.
• Good team player with the ability to also work on own initiative.
• Prioritisation and organisation skills.
• Full clean UK driving licence.
• Ability to deal efficiently with clients at all levels and backgrounds by phone, email and in person.
• Strong interpersonal skills, with ability to develop strong working relationships.
• Have an awareness of the functions, operations and technology employed within the various businesses that makeup ComfortDelGro Europe
• Able to explain technical concepts and procedures to non-technical users
• Able to organise team members work and set priorities
• Being proactive and meet agreed SLAs and project timelines and budgets
• A self-starter with an ability to motivate team members to deliver
• Strengths in logical analysis, and ability to think creatively to deliver solutions
• Skills in adapting, multi-tasking and troubleshooting
• Have a professional and patient manner when supporting users
• Use initiative and independent judgment within established guidelines and procedures
• Present a professional image at all times.
• Demonstrate ability to work on your own as well as part of a team
• Understanding of project management including Prince2 and Agile.
• Understanding of ITIL processes.

Hours of work

• Adhere to the Weekly shift pattern, Monday to Friday, 0700am to 1800pm
• Available to work non business hours (including evenings and weekends) and be available for on call duties and site visits.

The Equality Act

Metroline is an equal opportunity employer, and all qualified applicants will receive consideration for employment with due regard to legal obligations for protected characteristics i.e. age, disability, marriage and civil partnership, gender reassignment, pregnancy and maternity, race, religion and belief, sex and sexual orientation.

Competitive

How to apply

Please email a covering letter of application and CV to Human Resources Administrator, [e-mail]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Engineering

• Industries

  Truck Transportation

Referrals increase your chances of interviewing at Metroline Ltd by 2x

Get notified about new Service Desk Engineer jobs in London Area, United Kingdom.

London, England, United Kingdom 30 minutes ago

Surbiton, England, United Kingdom 2 weeks ago

London, England, United Kingdom 3 weeks ago

IT Support Engineer / Technical Support Analyst

London, England, United Kingdom 1 month ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 2 days ago

Service Desk L2: Desktop Support Analyst

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 3 days ago

London, England, United Kingdom 2 days ago

London, England, United Kingdom 1 month ago

London, England, United Kingdom 1 month ago

London, England, United Kingdom 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.