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3rd Line Service Desk Engineer

4 months ago

Quedgeley, United Kingdom Omega Resource Group Full time

3rd Line Service Desk Engineer

Location: Gloucester

Pay Range/details: up to £42,000 doe

Contract Type: Permanent

Our client is looking for a 3rd line service desk engineer to be responsible for providing all levels of technical support to remote and onsite customers. The role is responsible for achieving and maintaining excellent working relationships with customers and providing a high level of service and support.

Key Responsibilities – 3rd Line Service Desk Engineer

Providing support and coaching to 1st, 2nd & 3rd line engineers acting as an escalation resolution point for customers
Building and maintaining good working relationships with Project Managers in order to lead on 3rd line infrastructure projects, ensuring projects are completed in line with time frames and costings
Meeting with customers to understand the organisation strategy and working with Technical Architect and/or Solutions Architect to create IT solutions that meet those needs
Answering incoming telephone calls, tickets and emails ensuring all tickets are logged effectively and with adequate information to ensure that support requests can be resolved efficiently and that ticket closures are achieved in line with daily targets
Completing scheduled small works as required and within the agreed customer timeframes
Supporting the Technology Management Team to ensure effective and efficient task allocation and scheduling
Assisting the Technology Management team with managing the support team and departmental responsibilities and covering for them as and when required
Qualifications & Requirements – 3rd Line Service Desk Engineer

Experience of working in a Managed Service Provider or similar IT support environment covering a number of different technical areas
Experience with working on IT infrastructure projects where responsible for planning, installation and documentation
Demonstrable experience of sound professional communication skills, written, over the phone and face to face
A minimum of 1 formal IT qualification (e.g. Microsoft product certification. (MCSA e.g.), Network certification. (CCNA e.g.))
Good working knowledge of major networking components, to include networking operating systems, basic configuration and maintenance, switches, router and firewalls
Backup configuration and maintenance experience
Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software
Experience in troubleshooting Microsoft environments
Full UK driving licence
What we can offer – 3rd Line Service Desk Engineer

Salary Exchange Pension Scheme
Healthcare Cash Plan- claim back the costs of dentist, opticians, physio, prescriptions and much more
Life Insurance- 4 times annual salary
Access to 24/7 GP helpline and online GP surgery
Access to discounts from 1000s of retailers through PERKS such as gym membership discounts, shopping, cinema tickets, and discounts at your favourite restaurants
Personal accident protection
Enhanced maternity and paternity pay
Long Service Awards
Cycle to work scheme
Voluntary critical illness cover for yourself and partner 
For more information on this role, please contact Zoey Bunn on (phone number removed) or send a copy of your CV to

Omega Resource Group is an employment agency specialising in opportunities at all levels within the Engineering, Aerospace, Automotive, Electronics, Defence, Scientific, Oil & Gas, Construction and Manufacturing sectors. 

Candidates who are currently a 3rd line service desk engineer, 2nd line service desk engineer, infrastructure project engineer, it support engineer may be suitable for this position

For details of other opportunities available within your chosen field please visit our website (url removed)

Omega is an employment business specialising in opportunities at all levels within the Engineering, Manufacturing, Aerospace, Automotive, Electronics, Defence, Scientific, Energy & Renewables and Tech sectors