3rd Line Service Engineer

£40,000 | Leeds | Permanent


Posted +1 month ago


3 rd Line Service Desk Engineer - Leeds

We are working with a client who are looking for a 3rd Line Service Engineer to have the opportunity to become a pivotal member of the Service Desk team; focussed on delivering friendly, expert, and professional service to our clients. You will be responsible as the lead escalation point providing support to our Service Desk with occasional customer site visits!

Primary Function

* Provide expert 3rd line support to our Service Desk team by dealing with escalated incidents
* Be a mentor to the Service Desk engineers
* Carrying out 1st-3rd line duties on the desk and managing own ticket queue
* Find solutions to customer issues; undertake triage assessment and proactively resolve technical problems
* Monitor, determine and manage service level achievements, taking action where service levels fail or are at risk of failing
* Have a clear understanding/appreciation of SLA's and use those for better time management, contribute to the improvement of service levels and performance

Secondary Function

* Identify and propose Service Desk improvements
* Remote management of Rabb-IT Infrastructure & Managed Customer Backups, maximising up-time
* Support the Technical Projects Lead in any other duties to assist the smooth day-to-day running of the business
* Provide onsite, field based work to assist in projects and routine customer issues
* Support the Service Desk in developing their skills to improve overall company performance
* To produce and maintain full client documentation, ensuring all changes and amendments are accurately recorded

Technical Skills:

* Windows Server 2012r2, 2016, 2019

* Active Directory & Group Policy
* Hyper-V
* Networking

* Managed Switches (Aruba, Unifi)
* Firewalls (SonicWall, Unifi, Draytek)
* PRTG Network Monitoring
* Cloud Hosting Technologies (Azure/AWS)
* NAS Storage (QNAP, Synology)
* Office 365/SharePoint

* Migrations
* Automation & Integration
* Day to Day Management
* Network Security

* Antivirus
* Email Gateway Security
* Backups & Disaster Recovery.

* Veeam
* MSP360
* Knowledge of VOIP
* Hands on knowledge of the procedures used in the installation, modification, maintenance and repair of IT hardware and software
* Produce and maintain detailed documentation of customer networks
* Broad knowledge & experience of "day to day" IT Support Issues and the aptitude to use past experiences to support Service Desk with any range of issues.

**£30-40k salary**

Any further questions or direct applications, please send to charlotte.leblond@ecomrecruitment.com

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.