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Third Line Support Specialist

2 months ago

Horsham, West Sussex, United Kingdom VINCI Full time

Job Summary

The Third Line Support Engineer role at VINCI is a critical position that requires a high level of technical expertise and problem-solving skills. As a key member of our Shared Services team, you will be responsible for providing escalated contact to end users, ensuring that business tasks are accomplished efficiently and effectively.

Key Responsibilities

  • Problem Resolution: Analyze, diagnose, and resolve ICT problems escalated from the Service Desk, recommending and implementing corrective solutions through structured change control mechanisms.
  • Service Management: Adhere to the Department's Service Management Processes to ensure consistent support and delivery of IT Services.
  • Documentation: Accurately document instances of ICT equipment or component failure, repair, installation, and removal.
  • Collaboration: Liaise with third-party support and ICT equipment vendors as necessary.
  • Knowledge Management: Develop help sheets and FAQ lists, and manage knowledge for end user and IT consumption.
  • Troubleshooting: Continuously develop and apply diagnostic utilities to aid in troubleshooting.
  • Root Cause Analysis: Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Post-Resolution Follow-ups: Perform post-resolution follow-ups to ensure problem resolution.
  • Diagnostic Utilities: Apply diagnostic utilities to aid in troubleshooting.
  • Service Desk Support: Record, track, and document the service desk request problem-solving process.
  • Incident Management: Ensure that the resolution of Incidents, Problems, and Service Requests remain on target and act as required to rectify impediments to their resolution.
  • Software and Hardware Releases: Assist in software and hardware releases and roll-outs, including communication to end users.
  • Capacity Planning: Assist in developing long-term strategies and capacity planning for meeting future ICT hardware needs.
  • Problem Management: Take ownership of Problem Management, chasing outcomes for Problems, logging new Problems from trends in incidents, and advising Service Desk of Problem for linked tickets.
  • Intune Troubleshooting: Provide escalated Intune troubleshooting.
  • Mobile Application Lifecycle: Support mobile application lifecycle, including application assessments for testing/validation.
  • Azure Management: Manage new starter/leavers in Azure for FDIS.

Requirements

  • ITIL Foundation V4: Formal qualifications required.
  • Office 365 Use and Administration: Skills required.
  • ITSM Tool Use: Skills required.
  • Microsoft Azure: Skills required.
  • Microsoft Intune: Skills required.
  • HP Hardware: Skills required.
  • 2+ Years of Experience in 2nd Line Support: Experience required.

About VINCI

VINCI is a company that values diversity and inclusion, and we are committed to equity of opportunity and fair treatment of all current and potential employees. We believe in bringing in new talent as much as developing our people to grow in their chosen profession or even taking an unexpected turn in a new direction. We will encourage and support your aspirations for a career you truly enjoy, with a company that truly values your contribution.

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.