3rd Line Engineer

5 days ago

Hertfordshire, United Kingdom Interaction Recruitment Full time

**URGENT REQUIREMENT Job Description:

- 3rd Line Engineer Location:

-Office/Hybrid working Duration:

Permanent Hours:

Mon-Fri 9-5.30pm** **Salary:

-£37,000 -£54,000**

**Benefits**:

28 days holidays, Company pension, career path and training

**Fantastic Opportunity to join an MSP on a massive vertical growth climb, if you would like to be part of this exciting time, please read the job description and apply.**


**Objective of the Role** Working as a 3nd Line Engineer for us, you will be given complete responsibility in assisting all our clients.Yourmainobjectivewillbedeliveringhighqualitysupportonarangeoftechnicalincidentsandproblems,both remotely and in person, whilst ensuring timescalesand SLAs are met. You will be the final route in the escalation matrix.

This position is client facing meaning it will involve speaking to people at all levels from VIPs and C-level executives to personal assistants and administrative staff. Therefore, you must be an excellent communicator and have valid and active Service Deskand Field Engineering experience.

**Key Responsibilities**:

- Have the ability to understand and know the client's values and visions
- Serve as a final technical escalation point for 1st and 2nd Line Engineering team
- Provide troubleshooting to achieve resolution within any agreed timescales to meet SLA
- Own and manage incidents and requests escalated from 2nd Line Engineers
- Assist 2nd Line Engineers with diagnosis and fault resolution
- Escalate incidents to the Management team(s) when required
- When necessary, assist with answering calls and logging all incidents and service requests
- Working collaboratively, always, to ensure knowledge is shared
- Raise problem incidents when the root cause is unknown
- Pro-actively communicate issues with the client and team members
- Assist with Pre-Sales activity
- Ensure the confidentiality, integrity, and availability of client data
- Document systems and procedures for and on behalf of our clients
- Actively participate in Innovation Team meetings
- Take responsibility of learning new environments and research the technologies being implemented to enhance your understanding and skillset
- Take responsibility of your own professional development

**Person/Technical Specification & Essential Skills** You will likely be someone with technical experience within the Managed Services Provider industry possessing/holding the following:

- 4+ years demonstrable 3rd Line Engineer experience in the IT service management industry
- Exceptional interpersonal skills, with a focus on listening, and questioning
- Exceptional oral/written communication skills
- Meticulous in your attention to detail
- Ability to effectively prioritise and execute tasks in a high-pressure environment
- Work in a pressurized environment and embrace change
- Natural problem-solving skills
- A motivated attitude to professional standards
- A motivated attitude to certification-based exams
- Meet any development objectives set and defined by the Service Desk Manager
- Troubleshoot all Microsoft Windows platforms
- Troubleshoot iOS devices
- Administer Microsoft Active Directory and/or Intune
- Administer Microsoft 365
- Microsoft qualification(s)
- Cisco qualifications(s)
- ITIL Foundation Certification

**Advantageous Skills**:

- Familiar with Autotask, ConnectWise, Halo and/or Datto's RMM
- Familiar with IT Glue
- Exposure to Azure services
- Exposure to FortiGate security
- Exposure to VMware and SAN technology
- Exposure to Ubiquity

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