3rd Line IT Engineer

3 weeks ago

London Area, United Kingdom Metroline Ltd Full time

Job summary

Provide 3rd line support to over 1000 users across multiple sites throughout 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.


Project Leadership:

  • Leads small IT projects, including migrations, upgrades, and new technology implementations, according to Prince2 standards.
  • Responsible for project planning, execution, and resource management.


Security Management:

  • Implements and manages security protocols and measures for IT systems.
  • Conducts security assessments and audits to ensure compliance.


Disaster Recovery and Backup Management:

  • Develops and maintains disaster recovery and business continuity plans.
  • Oversees backup processes and ensures data integrity and availability.


Strategic Planning:

  • Contributes to the strategic planning of IT infrastructure and services.
  • 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.


Competencies & Skills

  • 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 (1 Week in 4) and site visits.

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