Job Title: 3rd Line Consultant
Location: Yiewsley
Salary: Up to £45,000 per annum, depending on experience
Job Type: Full Time, Permanent
Hours: 37.5 hours per week
Established in 1979 and incorporated in 1985, they’re one of the largest independent IT service & support companies in the UK. Their philosophy of ‘service beyond the call’ delivers a high level of support to all their client’s communications and data management requirements.
About the role:
As 3rd Line Managed Services Engineer you will have a solid background working in an IT Services /MSP business with the ability to work on escalated tickets on technologies such as Windows Server, Office 365, Azure, Active Directory, SCDPM, EM+S, VMware, Hyper-V etc.
You will be confident in your proven ability to engage with internal and external stakeholders and clients on a daily basis.
Key duties:
- Responding to and resolving support calls along with agreed SLA. This includes tasks delegated by the Support Delivery Supervisor
- Interfacing with clients and managing their support demands and expectations
- Assist with Corporate Support duties and responsibilities when required
- Scope and deliver of projects, ensuring compliance to client expectation
- To consult with the Technical Services Manager, the customer and the sales team to agree a clear scope of work
- Manage and deliver the implementation process from the point the customer places the order to a successful deployment conclusion
- Create and maintain project related documentation, ensuring that accurate information is always available to the technical team
- Build and maintain technical relationships with clients to maximise opportunities
- Analysis and troubleshooting of systems and infrastructure
- Support of internal systems, infrastructure and users
- Provide verbal and written presentations, demonstrations and reports both internally and client facing
- Knowledge transfer and mentoring of other technical team members
- Gain and maintain professional accreditations through training as defined by management
About you:
Key requirements:
- Proven ability to investigate, diagnose and troubleshoot a wide variety of problems, with network and computer hardware; device driver, operating system and application server software
- Demonstrate excellent working knowledge of current releases of Microsoft Windows Server 2016 and up, also Exchange on and off prem solutions
- Ability to write up support calls and maintain documents and records to a professional standard.
- Demonstrate working knowledge of recent and current releases of Citrix XenApp and XenDesktop products
- Demonstrate working knowledge of recent and current releases of VMware vSphere products
- Demonstrate working knowledge to install, configure, troubleshoot hardware and software
- Demonstrate working knowledge of Project Management processes
- An adaptable and flexible approach to work and travel
- Excellent communicator – written and verbal
- Knowledge of ITIL practices and processes V3 (ITIL Foundation qualified)
- Excellent knowledge of English, in both spoken and written form
- Experience in report writing
- Experience managing projects
- Experience managing technical staff in a high-pressure support environment
- Strong familiarity with Microsoft Office products, including Visio and Project
- General understanding of business IT systems
- Understanding of business administration, accounting and stock management
- Aptitude for ensuring exceptional customer service even when the environment becomes fast-paced or intense
- Excellent documentation and analytical skills
- Able to work well to aggressive and pressurised deadlines
- Participates in problem solving discussions and provides suggestions
Desirable
- Enterprise cloud migrations (SME)
- SAN hardware and software technologies, incl. hybrid solutions
- SQL 2016 and up
Preferred Qualifications and Skills:
- Citrix CCA
- Azure, cloud, network, security
- Hyper-V, systems centre, virtual networking , Hyper-V manager
- VMware VCP
- MCSA / MCITP Windows Server Administration
- At least 5 years experience in similar client facing role
Personal Attributes
- Thorough, demonstrates attention to detail
- Able to work on own initiative with minimum supervision
- Organized and able to identify and prioritize work
- Supportive and reliable team member
- Passionate about providing an enterprise class service
- Able to provide and demonstrate creative and innovative solutions
- Team leadership abilities
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the relevant experience or job titles of; Helpdesk Engineer, Senior Service Desk Analyst, , 3rd Line Engineer, Infrastructure Engineer, Network Engineer, Senior IT Technician, IT Support Engineer may also be considered for this role.
