Delivery Engineer/3rd Line Support

2 weeks ago

North East, United Kingdom Brook Street Full time

My client is an award-winning Microsoft Cloud Partner based in the North East, due to growth we are looking for a Delivery Engineer to join their technical team - hybrid/remote working environment. **In this role, you would be responsible for**: - Maintaining and developing your knowledge on our core technologies, proactively seeking opportunities to learn and stay up to date. - Working with our service desk procedures and SLAs to resolve escalated tickets within the appropriate timeframe, communicating both verbally and in writing with customers and team members. - Delivering scoped work in line with the Statement of Work or Design to timescale and to the agreed quality standard. - Following knowledge base (KB) processes and other documented procedures, and proactively updating and improving existing documentation. - Creating customer-facing KB articles, and quality-checking KB articles written by others, to ensure that all documentation is clear, well-written and accurate. - Creating and improving delivery templates and other related documentation. - Managing your time within scoped timescales, and logging time in line with internal procedures to support accurate contract & project monitoring and invoicing. Our client is a flexible and evolving organisation, meaning that a job description can never be exhaustive - whilst we will not make unreasonable requests, we expect and appreciate that all employees will take on appropriate work as necessary to support team and business achievements, and to develop their skills. Key Skills and Subject Matter Expertise **To succeed in this role, you will need**: Proven success in a managed service or technical support role, operating at 3rd tier level or equivalent. Strong technical knowledge, covering deployment and troubleshooting, in the Company Core Service Stack - i.e.: Windows Microsoft Endpoint Manager (including Intune and Configuration Manager) Ideally some exposure to Azure Virtual Desktop and Windows 365. PowerShell, or transferable scripting skills. You will have a curious and problem-solving mindset, which drives you to learn, and to consider alternative ways to achieve your desired outcome. Excellent communication skills - not "just a techie", you will be able to adapt your approach to a wide range of customer situations and stakeholders. Ideally, experience of supporting a range of technical environments, with your recent experience primarily gained from supporting cloud / modern management environments.

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