3rd Line Support Engineer

Jago Consultants; Crawley; On-site; GBP 40,000 - 55,000; Full time

Job summary

Une entreprise spécialisée dans les solutions IT recherche un Ingénieur 3ème Ligne basé à Crawley. Le candidat idéal apportera une expérience approfondie en support technique et sera responsable de la résolution d'incidents variés. Ce rôle implique la collaboration avec plusieurs équipes techniques et la garantie d'un service clients optimal.

Qualifications

• Au moins 5 ans d'expérience en support IT.
• Connaissances solides en Microsoft, Office 365, et SRX Firewall.
• Compréhension de la protection des données et de la sécurité.

Responsibilities

• Fournir un support technique de 3ème ligne aux clients.
• Résoudre des problèmes techniques et effectuer une analyse des causes profondes.
• Assurer la satisfaction client en maintenant des SLA élevés.

Skills

Troubleshooting

Technical Support

Network Knowledge

Problem Solving

Customer Service

Job description

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3rd Line Engineer based in Crawley.My client specialise in providing customised, rock-solid IT solutions to help grow & evolve businesses. You will be working as part of a team to provide 3rd Line Technical Support to their clients. To maintain a high degree of client service ensuring responses are accurate and within the SLA. You will be required to take escalations, understand the problem, resolve and perform root cause analysis for varying technical issues.

Position Overview

• Act as advisor and technical problem solver by being proactive in resolving escalated issues
• Broad experience of the entire solution stack from Data Centres and Networks through to operating systems & databases from within an internet/ or infrastructure solutions environment based around Virtual Desktop, VMWare/ESX, Microsoft, Routing, Switching & Back ups
• Support Senior Management to encourage and enforce the application of industry working standards
• Active Directory / Group Policy / DNS / DHCP
• Awareness of products, systems and service levels
• Ownership of incidents and necessary progression of incidents, including liaison with other technical teams
• Infrastructure installation, hardware refresh and other projects
• Installing & configuring hardware / software
• Network Troubleshooting
• Ensure KPIs are achieved
• Attend client sites as required by the needs of the business
• Act as an escalation point for the 2nd Line Team

Position Requirements

• At-least 5 years experience in IT Support
• Office 365, MS Server, Sharepoint 2016 Admin & troubleshooting knowledge
• Experience in SRX Firewall installations & switch installations
• Firmware & OS Maintenance, including Microsoft and 3rd Party Patching
• Active Directory & Group Policy
• Strong knowledge of IT concepts, legislation and systems
• Experience in installing, configuring and troubleshooting Windows 8 and 10
• Understanding of data protection and data security
• Experience of providing remote user support
• Connectwise – advantage

Position Remuneration

• Monday to Friday – Shift Patterns vary (7am-15:30pm), (8am-16:30pm), (9am-17:30pm), (10am – 18:00pm) – discussed at interview stage