3rd Line Service Desk Engineer

JR United Kingdom; London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in the UK is seeking a skilled IT Support Lead to provide advanced technical support and lead the service desk team. The role involves troubleshooting complex issues, system design, and collaboration with vendors. Applicants should possess excellent technical knowledge, strong interpersonal skills, and a full UK driving license. This position requires flexibility to work outside business hours and participate in on-call duties.

Qualifications

• Must demonstrate excellent technical knowledge across Microsoft and core products.
• Full clean UK driving licence required.
• Understanding of project management including Prince2 and Agile.

Responsibilities

• Provide advanced technical support and lead the team in the absence of the Service Desk Manager.
• Involvement in system design and implementation, including new technologies.
• Oversee backup processes and ensure data integrity.

Skills

Technical Knowledge

Team Player

Interpersonal Skills

Problem Solving

Job description

Provide third-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.
• Participate in the callout rota providing 24x7 out-of-hours support for business systems, garages, call centres, and operational staff.

Leadership:

• Lead the team in the absence of the Service Desk Manager.
• Provide guidance and oversight to the team as required.
• Ensure accurate record-keeping within the service desk system, in accordance with ITIL processes.
• Seek opportunities for team training and development.
• Lead cross-team initiatives.

System Design and Implementation:

• Contribute to the design and architecture of IT systems and solutions.
• Lead the implementation of new technologies and upgrades.

Performance Optimization:

• Analyze system performance and recommend improvements or upgrades.
• Conduct performance tuning and system optimization.

Documentation and Knowledge Sharing:

• Develop comprehensive documentation for system architecture, configurations, and processes.
• Share knowledge and train 2nd line staff on complex issues and solutions.

Vendor Collaboration:

• Work directly with software and hardware vendors for support and issue resolution.
• Manage vendor relationships and escalate issues as needed.
• Lead small IT projects, including migrations, upgrades, and new technology implementations, following Prince2 standards.
• Handle project planning, execution, and resource management.

Disaster Recovery and Backup Management:

• Oversee backup processes, ensuring data integrity and availability.

Strategic Planning:

• Evaluate emerging technologies and recommend adoption.
• Lead continuous improvement activities.

Essential Criteria for Application

• Demonstrate excellent technical knowledge of Microsoft and other core products.
• Experience supporting Windows OS, MS Office, Active Directory, and Microsoft Exchange.
• Experience supporting Terminal Services / Citrix, IP networking, and server ranges such as Dell or Lenovo.
• Experience with Mobile Device Management solutions.
• Strong team player with the ability to work independently.
• Excellent prioritization and organizational skills.
• Full clean UK driving license.
• Ability to communicate effectively with clients at all levels via phone, email, and in person.
• Strong interpersonal skills and ability to develop working relationships.
• Understanding of the functions, operations, and technology within ComfortDelGro Europe.
• Ability to explain technical concepts to non-technical users.
• Ability to organize team work and set priorities.
• Proactive approach to meet SLAs, project timelines, and budgets.
• Self-motivated with leadership qualities.
• Logical analysis skills and creative problem-solving abilities.
• Adaptability, multi-tasking, and troubleshooting skills.
• Professional and patient demeanor when supporting users.
• Use of initiative and judgment within guidelines.
• Present a professional image at all times.
• Ability to work independently and as part of a team.
• Knowledge of project management methodologies including Prince2 and Agile.
• Understanding of ITIL processes.

Hours of Work

• Adhere to the weekly shift pattern, Monday to Friday, 07:00 to 18:00.
• Availability for non-business hours, including evenings and weekends, and on-call duties and site visits.

The Equality Act

Metroline is an equal opportunity employer. All qualified applicants will receive consideration for employment, respecting legal obligations regarding protected characteristics such as age, disability, marriage and civil partnership, gender reassignment, pregnancy and maternity, race, religion and belief, sex, and sexual orientation.

Compensation

Competitive salary.

How to Apply

Please email a cover letter and CV to the Human Resources Administrator at [emailprotected].