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Third Line Support Specialist

2 months ago

Horsham, West Sussex, United Kingdom VINCI Full time
Job Summary

We are seeking a highly skilled and experienced Third Line Support Engineer to join our team at VINCI. As a key member of our Shared Services, you will be responsible for providing escalated contact to end users, logging, prioritizing, documenting, and actively resolving 2nd line escalated end user requests and incidents within Service Level Agreements (SLA).

Key Responsibilities
  • Perform analysis, diagnosis, and resolution of ICT problems escalated from the Service Desk for end users, and recommend and implement corrective solutions through structured change control mechanisms.
  • Adhere to the Department's Service Management Processes to ensure consistent support and delivery of IT Services.
  • Accurately document instances of ICT equipment or component failure, repair, installation, and removal.
  • Liaise with third-party support and ICT equipment vendors as necessary.
  • Develop help sheets and FAQ lists and manage knowledge for end user and IT consumption.
  • Continually develop and apply diagnostic utilities to aid in troubleshooting.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Learn about and alert the Service Management Team to emerging trends in incidents and actively manage root causes.
  • Test fixes to ensure problems have been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Ensure that the resolution of Incidents, Problems, and Service Requests remain on target and act as required to rectify impediments to their resolution.
  • Assist in software and hardware releases and roll-outs, including communication to the end users.
  • Assist in developing long-term strategies and capacity planning for meeting future ICT hardware needs.
  • Take ownership of Problem Management – chasing outcomes for Problems, log new Problems from trends in incidents, advise Service Desk of Problem for linked tickets.
  • Provide escalated Intune troubleshooting.
  • Support mobile application lifecycle – application assessments for testing/validation.
  • New starter/leavers management in Azure for FDIS.
Requirements
  • ITIL Foundation V4 certification.
  • Proficiency in Office 365 use and administration.
  • Experience with ITSM tool use.
  • Knowledge of Microsoft Azure.
  • Experience with Microsoft Intune.
  • Knowledge of HP hardware.
  • At least 2 years of previous experience in a 2nd line support role.
About VINCI

VINCI is a company that values diversity and inclusion. We believe in bringing in new talent and developing our people to grow in their chosen profession or take an unexpected turn in a new direction. We encourage and support your aspirations for a career you truly enjoy, with a company that truly values your contribution.

We are committed to equity of opportunity and fair treatment of all current and potential employees and encourage job applications from all. If you require any reasonable adjustments to be made as part of the application process, please contact us directly.

We recognize the importance of helping our employees balance their work and home life by offering flexible working arrangements across many of our roles, which include working from home to enable employees to balance their working life with other priorities.