3rd Line Support Engineer
Senior Service Desk - Managed Service Provider
Port Talbot, Swansea, Glamorgan, Wales, United Kingdom
@mecscomms is recruiting for contract 2nd / 3rd Line - Senior Service Desk Engineer to provide customer support for complex technology solutions within a Managed IT & Cloud services environment.
If you have experience in the management, administration, support, monitoring, troubleshooting, installation, configuration, deployment, rollout & integration of managed IT, Network & Cloud services, with advanced Microsoft, Windows 10, MS Azure, Active Directory, M365, O365, Teams, Exchange, One Drive, Sharepoint, Networks, routing & security, WAN, LAN, VLAN, WLAN, Meraki Wi-Fi, VPN, DHCP, DNS, SCCM, & ITIL experience, I'm keen to hear from you.
Position: 2nd / 3rd Line Support, Senior Service Desk Engineer, Technical Support Engineer, IT Help Desk
Purpose: To provide 2nd / 3rd line professional technical support for Managed Service customers with the aim to fix all incidents escalated from support teams & working towards agreed SLA's.
This will be achieved by the effective troubleshooting & diagnosis of more complex incidents which cannot be resolved by 1st & 2nd line teams.
Services: IT, Technology, Networks, Cloud Computing, Cyber Security, Unified Communication & Collaboration & Modern Workplace solutions
Location: Port Talbot, Swansea, Glamorgan, Wales, United Kingdom (SA2 8PP)
Tenure: Temporary, contract for services
Duration: 24 months+ contract
Rate: Gross umbrella pay rate of £25.00 per hour - inside IR35
Hours: Monday - Friday, 9.00 - 17.30
Key Activities:
1. Onboarding & provisioning new users
2. 2nd / 3rd line technical support
3. Incident management
4. Troubleshooting & fault diagnosis
5. Investigate, isolate & resolve complex issues
6. Root cause analysis
7. Maintain SLA & KPI objectives
8. Actively monitor systems
9. Complex systems configuration
10. Testing & fine tuning
11. Complex deployment support
12. Project management & delivery
Overview:
There are 2 key elements to the role: 1) Onboarding & Provisioning of users & 2) 2nd Line support & Incident Management.
You'll manage new builds & configurations & provide 2nd / 3rd line technical support for Managed Service customers.
Responsibilities:
1. Onboarding & provisioning of user's equipment
2. Manage new builds & complex solution configurations
3. Collaboratively work with Support teams on escalated technical issues
4. Provide 3rd line technical support where 1st & 2nd line teams are unable to resolve issues
5. Identify & prioritise complex or strategic issues affecting major customers
6. Technically investigate all issues escalated through to a 3rd line level
7. Resolving more complex monitoring alerts, deploying the latest security updates, systems maintenance & upgrading customer systems
8. Progress all support incidents in line with the customers SLA ensuring a first response target of 98% is achieved
9. Perform troubleshooting techniques & best practice fault investigation to a 3rd line level
10. Resolve & fault fix the most technically complex issues
11. Interact with vendors to solve issues
12. Identify & manage major incidents which may require special attention
13. Agile management of tickets & constantly re-evaluating priorities
14. Create & maintain incident management reports
15. Ensure SLA & KPI commitments are not jeopardised
16. Proactively monitor systems for fine tuning & performance improvement
17. Conduct root cause analysis to prevent reoccurring issues
18. Make recommendations to prevent repeat incident occurrence
19. Perform high availability checks, testing & fine tuning maintenance
20. Assist with complex solution deployments & other related IT & Service Desk projects
Candidate Profile:
Candidates should possess previous experience within a Technical Support, Helpdesk or Service Desk environment to a 3rd line level.
You'll be experienced in the management of complex / 3rd line issues, administration, support, monitoring, troubleshooting, installation, configuration, deployment & rollout of virtual & on-premise solutions.
Your skills, experience & attributes should include as many of the following as possible:
1. Knowledge of the IT, Technology, Cloud, ICT, Network Infrastructure, Microsoft communication & collaboration segment
2. Microsoft 365 M365, Office 365 O365, Windows Server, Active Directory, Teams, Exchange, One Drive, Sharepoint
3. TCP/IP networking, switches, routers, security, firewalls & protocols
4. WAN, LAN, VLAN, WLAN, Meraki Wi-Fi, VPN, DHCP, DNS
5. Microsoft System Center Configuration Manager (SCCM) or Microsoft Endpoint Manager suite
6. ITIL foundation
@mecscomms: uniting opportunity with ambition in Telecoms | Media | Technology
@mecscomms is the brand name of MECS Communications Ltd who provide permanent & contract recruitment consultancy service as an Employment Agency & Employment Business. #J-18808-Ljbffr