Third Line Support

Job Title - Technical Support Engineer – Workspace

Department / Function - Managed Services – Support Engineering

Reports To - Support Engineering Team Lead

Location - Remote

Shift Pattern - Early 07:00 - 15:30, Mid 09:00 - 17:30, Late 10:30 - 19:00 (weekly rotation. Local time zone)

KEY ACCOUNTABILITIES / ROLE PURPOSE

For over 30 years Ultima has offered end to end solutions for clients across the globe including Fulfilment, Managed & Professional Services as well as innovation via our Ultima Labs division.

Our Managed Services division is in a period of extensive growth; we utilise cutting edge technology & solutions to deliver a world class service to our clients.

The role of the Technical Support Engineer is to provide Infrastructure managed service and IT support a key client and their IT teams as well as assisting the Deskside Support teams with escalations. Engagement with client to investigate, present and implement project deliverables in line with the skills and experience of the role.

The Engineer will be completely self-motivated with an ongoing desire to maintain and expand their knowledge with a focus on quality in line with Ultima's ISO certification and commitment to its clients.

The candidate will be required to primarily work from within Ultima’s ITSM platform aligned with ITIL principles to troubleshoot and resolve incidents, along with completing service and change requests based on the associated Managed Service contract of the client.

MAIN DUTIES AND RESPONSIBILITES

Actively strive to improve technical ability through self-study, organised in-house training and attendance of external courses

Continuously contributing to the Ultima Knowledge base with new/repeatable fixes and suggested edits to existing content.

Contribute to the continuous service improvement plan for the team processes and procedures.

Perform a series of routine proactive checks to ensure the prevention of incidents and service interruption.

Escalate issues to relevant Partners, Internal Teams and Client Escalation contacts in line with the P1 Incident Management process.

Act as a point of escalation for the wider team as well as to the Service Desk Teams for infrastructure and complex end user incidents.

Prioritise and respond to incoming contacts via ITSM Tool, Chat and telephony platform ensuring ITIL best practice ticket management is adhered to.

Providing technical assistance to a key Ultima client and their IT teams in line with the agreed SLA’s.

To always represent Ultima to our client in the most professional way and continually demonstrate our core company values.

Supporting the Team Lead in the identification and delivery service improvement initiatives.

Ensure that all assigned activities are approached and handled in a consistent logical way and, where possible, in line with the appropriate Standard Operating Procedures and/or Company (ISO) quality standards

To always represent Ultima to our client in the most professional way and continually demonstrate our core company values.

Actively strive to improve technical ability through self-study, organised in-house training and attendance of external courses.

Perform routine proactive checks to ensure the prevention of incidents and service interruption.

Escalate issues to relevant Partners, Internal Teams and Escalation contacts in line with defined escalation processes.

Additional activities and responsibilities not covered within the above may also be required as part of specific projects or the wider role of a Senior Technical Support Engineer

ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE

To be knowledgeable and able to demonstrate in depth technical understanding across several of the skills and technologies below:

Microsoft Client OS

Microsoft Intune

Microsoft Defender for Endpoints

Microsoft Active Directory, Azure Active Directory

Windows Endpoint operating system and application troubleshooting

Endpoint software distribution

Aternity End User Experience Monitoring

Previous experience in a 2nd/3rd Line or similar Support role as part of a team.

Experience using a Ticket Management Software, creating/updating & logging tickets following an ITIL methodology.

Experience managing multiple simultaneous activities.

Experience with Microsoft infrastructure services including Active Directory, Azure Active Directory, DNS, DHCP, Group Policy

Excellent levels of both written and verbal communication skills.

The ability to work both independently and as part of a team.

The ability to manage time and prioritise activities.

DESIRED KNOWLEDGE, SKILLS & EXPERIENCE

The ability to demonstrate knowledge in some of the below would add significant value to your application. Training and development in these technologies/solutions will be provided if required.

ITIL Foundation v4 certification

Certification in any of the above technologies.

Patch management experience

Microsoft Azure infrastructure platform support (Compute, Network, Storage)

PowerShell scripting

KEY COMPETENCIES REQUIRED FOR ROLE

In line with our company values every employee must be able to demonstrate the following qualities:

Autonomy

Taking Responsibility – Willingness to show initiative and a readiness to own decisions and their outcomes.

Planning and organisation – Being systematic, organised, planning flexibly but effectively.

Passion

Analysis and Problem Solving – Analysing and evaluating problems, swiftly determining a corrective course of action in line with Service Level Agreements.

Achievement Focus – Driving oneself to achieve, being self-motivated and being seen as determined and committed.

Integrity

Quality Focus – Concern for quality, being attentive to detail and willing to try to improve one’s own performance. Understanding and adherence to quality procedures.

Decision Taking and Risk Management – Willingness to take difficult decisions and have confidence in your decision making and attitude to risk and impact.

Respect

Communication – Clarity and confidence in written and verbal communication. The ability to follow the correct communication and escalation channels.

Relationships – Build and maintain positive, productive relationship with colleagues, clients and partners.

Additionally:

Achievement Focus – Self-motivated and being determined and committed. Takes real pride in own achievements and welcomes the challenge of more difficult work. Puts in extra time and effort needed to complete tasks by deadlines

Planning and Organisation – High level of self-organisation, motivation and management independence. Adopts an organised and systematic approach to work

Time Management - Flexibility and ability to manage multiple opportunities at the same time, whilst maintaining a clear focus on each of their immediate, individual requirements

Flexible - An adaptable nature with the ability to react to meet the ongoing demands of the Business

Analysis and Problem-Solving: Quickly homes in on key issues, applies logic and common sense in solving problems. Owns problems through to resolution

Team Working – Cooperates effectively with others in the Team, mentoring and working with them in a constructive manner. Shows a willingness to fit in with others to achieve common goals and readily shares information with others

Quality Focus – Concern for quality, being attentive to detail and willing to try to improve one’s performance. Checks that standards being achieved are in line with Ultima’s goals around Service delivery excellence

Technical Knowledge – Willingness to continually learn and improve technical knowledge

Communication Skills – Excellent communication skills, making an impact on others, establishing credibility with them and making a favourable and professional impression. Is able to adapt style to win confidence of others

client Focused - Strong strategic and client orientation, with focus on developing client relationships

Self-Control – Maintaining calm under pressure, remaining patient and logical despite provocation, not allowing oneself to be deflected

“Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Ultima we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles."