3rd Line Support Engineer

3^rd Line Support Engineer

 

Senior Service Desk -Managed Service Provider

 

Port Talbot, Swansea, Glamorgan, Wales, United Kingdom

@mecscomms is recruiting for contract 2^nd / 3^rd Line - Senior Service Desk Engineer to provide customer support for complex technology solutions within a Managed IT & Cloud services environment. If you have experience in the management, administration, support, monitoring, trouble shooting, installation, configuration, deployment, rollout & integration of managed IT, Network & Cloud services, with advanced Microsoft, Windows 10, MS Azure, Active Directory, M365, O365, Teams, Exchange, One Drive, Sharepoint, Networks, routing & security, WAN, LAN, VLAN, WLAN, Meraki Wi-Fi, VPN, DHCP, DNS, SCCM, & ITIL experience, I'm keen to hear from you.

 

Position:          2^nd / 3^rd Line Support, Senior Service Desk Engineer, Technical Support Engineer, IT Help Desk

 

Purpose:          To provide 2^nd / 3^rd line professional technical support for Managed Service customers with the aim to fix all incidents escalated from support teams & working towards agreed SLA’s. This will be achieved by the effective troubleshooting & diagnosis of more complex incidents which cannot be resolved by 1st & 2^nd line teams

 

Services:         IT, Technology, Networks, Cloud Computing, Cyber Security, Unified Communication & Collaboration & Modern Workplace solutions

 

Technology:     Microsoft, Windows 10, MS Azure, Active Directory, M365, O365, Teams, Exchange, One Drive, Sharepoint, Networks, routing & security, WAN, LAN, VLAN, WLAN, Meraki Wi-Fi, VPN, DHCP, DNS, SCCM, ITIL

 

Location:         Port Talbot, Swansea, Glamorgan, Wales, United Kingdom. (SA2 8PP)

 

Tenure:            Temporary, contract for services

 

Duration:         24 months+ contract

 

Rate:                Gross umbrella pay rate of £25.00 per hour – inside IR35

 

Hours:              Monday - Friday, 9.00 - 17.30 

 

Environment:IT, Technology, Cloud, Hosted Services, Internet, Hosting, Data Centre, Managed IT Solutions, SaaS, Technical Support, Helpdesk, Service Desk, Microsoft Windows Server, Microsoft Exchange, Active Directory, Azure, SQL, Office 365, M365, O365, SCCM, SharePoint, Skype, MS Teams, IP Networking, Cisco, Firewalls, Fortinet, Networking, Routing, Switching, Load balancers, Netscaler, F5, VMware, vSphere, Hyper-V, Azure, AWS, Storage, SAN, NAS, Citrix, XenApp, ServiceNow

 

Key Activity:

 

• Onboarding & provisioning new users
• 2^nd / 3^rd line technical support
• Incident management
• Troubleshooting & fault diagnosis
• Investigate, isolate & resolve complex issues
• Root cause analysis
• Maintain SLA & KPI objectives
• Actively monitor systems
• Complex systems configuration
• Testing & fine tuning
• Complex deployment support
• Project management & delivery

 

Overview:

 

There are 2 key elements to the role: 1) Onboarding & Provisioning of users & 2) 2^nd Line support & Incident Management. You’ll manage new builds & configurations & provide 2^nd / 3^rd line technical support for Managed Service customers. You’ll work towards agreed SLAs by effective troubleshooting & diagnosis of more complex incidents which cannot be resolved by 1st Line & 2^nd line teams.

 

Tasks will include, resolving more complex monitoring alerts, deploying the latest security updates, systems maintenance & upgrading customer systems.

 

Responsibilities:

 

• Onboarding & provisioning of user’s equipment

 

• Manage new builds & complex solution configurations

 

• Collaboratively work with Support teams on escalated technical issues

 

• Provide 3^rd line technical support where 1^st & 2^nd line teams are unable to resolve issues

 

• Identify & prioritise complex or strategic issues affecting major customers

 

• Technically investigate all issues escalated through to a 3^rd line level

 

• Resolving more complex monitoring alerts, deploying the latest security updates, systems maintenance & upgrading customer systems

 

• Progress all support incidents in line with the customers SLA ensuring a first response target of 98% is achieved

 

• Perform troubleshooting techniques & best practice fault investigation to a 3^rd line level

 

• Resolve & fault fix the most technically complex issues

 

• Interact with vendors to solve issues

 

• Identify & manage major incidents which may require special attention

 

• Agile management of tickets & constantly re-evaluating priorities

 

• Create & maintain incident management reports

 

• Ensure SLA & KPI commitments are not jeopardised

 

• Proactively monitor systems for fine tuning & performance improvement

 

• Conduct root cause analysis to prevent reoccurring issues.

 

• Make recommendations to prevent repeat incident occurrence

 

• Perform high availability checks, testing & fine tuning maintenance

 

• Assist with complex solution deployments & other related IT & Service Desk projects

 

Candidate profile:

 

Candidates should possess previous experience within a Technical Support, Helpdesk or Service Desk environment to a 3^rd line level.

 

You’ll be experienced in the management of complex / 3^rd line issues, administration, support, monitoring, trouble shooting, installation, configuration, deployment & rollout of virtual & on premise solutions.

 

Your skills, experience & attributes should include as many of the following as possible:

 

• Knowledge of the IT, Technology, Cloud, ICT, Network Infrastructure, Microsoft communication & collaboration segment

 

• Microsoft 365 M365, Office 365 O365, Windows Server, Active Directory, Teams, Exchange, One Drive, Sharepoint

 

• TCP/IP networking, switches, routers, security, firewalls & protocols

 

• WAN, LAN, VLAN, WLAN, Meraki Wi-Fi, VPN, DHCP, DNS

 

• Microsoft System Center Configuration Manager (SCCM) or Microsoft Endpoint Manager suite

 

• ITIL foundation