3rd Line Engineer

Do you want to work for a company that offers professional IT support and services to business and organisations in the South East?

Do you have a minimum of 2 years proven experience working in a 3rd line position?

This company located just outside of Reading, Berkshire has grown rapidly through word of mouth recommendation which is, something they are very proud of. Their aim is 100% customer satisfaction and they respect the trust clients have in the services they offer in terms of IT support, and suggested improvements to existing systems and recovery..

Person Specification

• Excellent communications (strong written and verbal communication skills)
• Excellent customer service (willing to go the extra mile)
• Have interest in learning about current/new/future technologies to help the Company, customers, themselves and their team.
• Be able to take ownership of a task or project to see it through to completion and to exceed expectations whenever possible.
• To be self-motivated and a contributing member of the team
• Have a flair for problem solving.
• Car driver living near Reading, Bracknell, Wokingham, Arborfield, Basingstoke
• Be able to manage/prioritise their own work load so tasks can be completed to a customer’s satisfaction and meet Service Level Agreements where necessary.
• Good time management.
• Ability to work under pressure.

Systems Engineer (3nd line)

Main duties will include:

• To take 3rd Line support requests and to log them on the helpdesk system.
• Providing support both remotely and at their customers’ premises.
• To troubleshoot and resolve the more complex 3rd line issues that 2nd line engineers have escalated, whilst maintaining an accurate task record in the helpdesk system
• Proactively help resolve 1st/2nd/3rd line tickets where required
• To participate in infrastructure installation, hardware refresh and other projects as occasion demands
• Installation of new equipment and software at customer premises.

Requirements

• Minimum of 2 years proven experience working in a 3rd line position (Required)
• Candidate must hold the MCSE Microsoft accreditations (Desirable)
• Experience of working for a Managed Service Provider (Desirable)
• Thorough knowledge of current IT technology including (but not limited to):

o Microsoft Server 2012 – 2019

o Microsoft desktops OS XP – Windows 10

o MS Active Directory

o DNS

o Microsoft Exchange 2007 – 2013

o Office 365/Azure

o Server Virtualisation (HyperV / VMware)

o LAN/WAN (routers, switches, firewall)

o Different Type of storage infrastructures

o Backup and DR technologies (experience of ShadowProtect and BackupExec products is desirable).