3rd Line Engineer

At Forfusion, we take pride in delivering world-class project delivery and support services to our rapidly growing client base.

We're looking for a positive, enthusiastic and resourceful individual to join our Managed Services team, you will be maintaining and supporting secure, mission-critical network and collaboration infrastructure. Operating within a highly secure environment, you will monitor and manage core networks and collaboration systems, respond to incidents, and ensure operational continuity in line with strict security and compliance standards. This role requires active Developed Vetting (DV) security clearance due to the highly sensitive nature of the systems you will support and there's never been a more exciting time for us, and we're looking for like-minded, ambitious individuals who can help us build our business on this exciting journey.

Key Responsibilities

• Complete work streams and daily tasks as directed by the Service Desk Manager.
• Carry out designated tasks under limited supervision. Uses discretion in identifying and resolving complex problems and assignments.
• Act as the engineering lead on all complex incidents and problems, driving them through to resolution, providing regular updates to the customer about progress.
• Develop plans for network maintenance and system upgrades to ensure the integrity and security of customer systems and applications.
• Draft test plans which provide clear evidence that solutions and applications are functioning as per the design and are clearly addressing the customer's requirements.
• Demonstrate an analytical and systematic approach to problem solving and troubleshooting, acting as a focal point for internal escalations and taking the lead when having to engage vendor technical assistance.
• Plan, schedule and monitor own work (and that of 1st line and 2nd line support Engineers where applicable) competently, within limited deadlines and according to relevant legislation and local procedures.
• Maintain vendor specialisations and accreditations as directed by management, ensuring exams are completed within the timescales given.
• Maintain configuration information (Hardware and Software Assets).
• Drive the development and maintenance of the Service Desk tool set, particularly the monitoring and ticketing functions.
• Provide knowledge transfer and training activities to more junior engineers to assist with their individual training and development plans, including updating any scripted guides and instructions when required.
• Complete other tasks as directed by the Service Desk Manager or management which fall within the scope of your technical capabilities and experience.

Requirements

• Active Developed Vetting (DV) security clearance.

Experience

• A demonstrable amount of engineering experience in a service engineering or similar technical role.
• Experience with in depth resolution of complex problems covering multiple technology pillars across a wide range of different customer environments (e.g. WAN, LAN, DC and Security deployments).
• Demonstrate previous working which involved the leadership of support desk or project teams and the mentoring of peers.

Desirable Industry Certifications

• CCNP
• CCDP
• ITIL Practitioner
• MCSE
• JNCP

Skills and Attributes

• Excellent spoken and written English, able to clearly articulate ideas, issues and updates to customers and peers alike.
• A high degree of due diligence and attention to detail.
• Well organised, able to prioritise multiple work streams and has the common sense to escalate when workloads may pose a risk to customer delivery and SLA's.
• Demonstrate a clear ability to listen and take in new information, able to interpret instructions from peers and management to ensure work streams are carried out successfully.
• Able to work well under pressure and have a clear understanding of your own abilities.
• Comfortable providing mentoring and learning activities to groups of engineers in a professional manner, mindful of and sympathetic to the differing needs of individuals.
• Able to think for yourself and challenge peers and customers when required to ensure the correct business outcomes.

Desirable Academic Qualifications

• A level passes at grade 'C' and above in Maths, English and/or relevant science or engineering subject.
• NVQ L3 or L4.
• BTEC NC or HNC.

Benefits
Why Forfusion?

You are looking for advancement and investment in you. You want to progress with clear milestones which are 100% within your control. When you're stuck, you have the humility to ask for help and feel no shame in doing so. You want to be trained, coached, mentored, challenged and stretched. You relish a different culture that affords you flexibility, sensible work/life integration and the chance to be an integral part of a winning team.

What benefits are on offer?

• Sick pay insurance
• Life insurance
• Private medical insurance
• Matched pension contribution to 8%
• Gym membership
• Flexible working

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