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3rd Line Support Engineer

Metropolitan Thames Valley
Job LocationCamden (London Borough)
EducationNot Mentioned
Salary£37,050 - £39,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

About UsMetropolitan Thames Valley Housing has a vision that "everyone has a home and the opportunity to live well"; that means working with partners to create sustainable and vibrant neighbourhoods where our customers want to live. With 57,000 homes and more than 120,000 residents and customers we have a real opportunity to make that vision a reality. Our people care, dare and collaborate to ensure we achieve this People Powered Living.This roleTo provide end user 3rd line Technical support in accordance with the achievement of all applicable Service Levels, Customer Satisfaction scores, and KPI’s and to be an active escalation point for 1st and 2nd line engineers.What youll need to succeed

  • Working with the Service Desk Manager and the Infrastructure Team, ensure the delivery of day to day support to the organisation’s users, covering servers, network, applications, desktops, laptops, telephony, and mobile devices.
  • On a rota basis, undertake routine daily checks and maintenance and act as the 3rd line escalation point of contact in resolving user and technical issues.
  • Proactively undertake the day to day delivery of Infrastructure Service Desk operations. This will involve providing hands-on support to users, as well as back-end troubleshooting of servers and network. Front-end support includes thin clients, PCs, laptops, smart phones and tablets; VOIP telephony, MFDs; and various applications in addition to MS Office.
  • Maintain a pro-active role in monitoring all requests, incidents, and problems, having complete visibility on the Infrastructure Service Desk.
  • Respond to Service Desk phone calls/tickets as needed, focusing on 3rd line tickets and activities, and taking on tickets escalated by the 1st/2nd line Infrastructure Technicians. Escalate when necessary to the Service Desk Manager.
  • Contribute to the maintenance and documentation of the infrastructure estate: records of builds, hardware, licences, systems configurations, change requests, systems, and processes.
  • Undertake change management of the infrastructure estate
  • Work an out of hours shift if asked to, compensated by corporate company guidelines.
  • Undertake infrastructure project work and continuous improvement activities as part of the annual work plan
  • Management of relationships with third parties and suppliers.
    • To meet our commitment to providing safe, high quality services to our customers we will complete a basic background check with the Disclosure and Barring service once an offer of employment is made. The closing date for applications is 10th February 2021 and interviews are expected to be held shortly afterwards via Microsoft Teams.

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