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3rd Line Engineer

2 months ago

United Kingdom NRG. Full time

The primary responsibility of this role is to provide technical support to a wide array of external clients as well as scoping and running project based work.

As a 3rd Line Engineer, you will provide telephone, email and remote support for external and internal customers across a wide variety of technologies and environments.

Supporting calls and incidents using a ticket based business management platform (Connectwise) and acting as an escalation point for the wider team. You will provide all customers with a high standard of service within the defined contract SLA agreements and agreed process guidelines.

Responsibilities:

  • Fault diagnosis and resolution, providing remote support when required.
  • Meeting service level agreements and deadlines.
  • Lead / support in customer meetings with either the HOD, Team Leader or the Account Manager
  • Regularly review customer infrastructure and suggest improvements.
  • Assist and advice other staff to share knowledge and experience in resolving technical issues.
  • Active participation in continuous improvement activities and any training required for the role.

What we look for in our candidates;

  • ICT related qualification such as ITIL Foundation, Advanced skills in Microsoft and/or CISCO
  • Advanced level of knowledge of installing operating systems; installation or removal of general software, dealing with virus-infected machines and malware protection software.
  • Ability to research a problem and find a solution using on line resources.
  • Ability to make decisions and prioritise own workload
  • Ability to demonstrate strong commercial awareness

Desirable Criteria:

  • Experience of building/installing servers/software
  • Working knowledge of configuring or troubleshooting network devises such as firewalls, switches and routers
  • A technical certification in any of the following: VMware, Cisco, Microsoft, Citrix

What we can offer you:

  • Hybrid/flexible working
  • Perkbox membership
  • 24 days annual leave plus bank holidays
  • 5% Company pension contribution scheme
  • Individual training & development plans

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