3rd Line Support Engineer – Luton
Onsite work 5 days per week
Salary up to £40k + on call bonus up to £3k
3rd Line support Engineer required for a leading client based in Luton. My client is currently seeking a 3rd Line Support Engineer to come on board to provide comprehensive support for all electronic communication systems on-site, while also taking a leading role in driving technology change and improvement projects and managing external support agreements.
Your primary responsibility will be to handle escalated calls from the Service Desk, offering advanced support to diagnose and resolve complex IT incidents and issues. As the first point of contact for the 1st and 2nd line support teams, you will manage fault reports and respond to IT support requests from end users. Additionally, you will coordinate with all IT team members to ensure that issues beyond your scope are promptly escalated to the appropriate internal or external parties, aiming for quick resolution.
Key skills and responsibilities:
- Strong 3rd Line Support Experience
- Take ownership of, investigate, and resolve escalated IT support issues in accordance with agreed SLAs.
- Analyse recurring issues (Problem Management) and work to identify and address root causes.
- Monitor and ensure system availability, performance, and security.
- 2nd line support within an enterprise environment.
- Strong troubleshooting and problem-solving skills across diverse systems, infrastructure, and architecture, including but not limited to Microsoft Active Directory, Windows Desktop & Server OS, DNS & DHCP, Office 365, and VMware.
- Proficient in networking and TCP/IP troubleshooting.
- Excellent analytical skills, with a proactive approach to learning and addressing unfamiliar topics to ensure successful resolutions.
- Strong team-oriented mindset, with clear and professional communication, maintaining a customer-focused approach.
- Ability to work independently, using initiative to manage support requests to a high standard.
- Familiarity with IT Service Management best practices, preferably ITIL processes.
- Assist with IT project delivery by installing, configuring, and commissioning end-user devices, servers, and other infrastructure components.
- Provide technical coaching and mentoring to support team members.
- Develop, maintain, and update procedures and training materials for the IT team.
- Participate in the support on-call rotation.
Interested?! Send your up-to-date CV to Emma Siwicki at Crimson for review
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