Senior Service Desk Engineer / 3rd Line Support Engineer
Managed Service Provider
Newbury, Reading, Berkshire, RG14 2FN
@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.
Key Responsibilities:
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
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
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@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