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3rd Line Support (Service Desk) Fully Remote

C4S Search Ltd
Job LocationManchester
EducationNot Mentioned
Salary£34,000 - £36,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Responsibilties

  • Work closely with Team Leads/SDM or other engineers where 3rd line support is required.
  • To support other engineers’ technical needs, whilst at the same time ensuring that they are using their knowledge and skills to the maximum before the escalation of cases.
  • To identify knowledge gaps within the team and ensure that these are filled through training.
  • To prioritise and manage many open cases at one time - multitasking.
  • Be approachable and enthusiastic about transferring knowledge and be fully integrated and engaged in the service delivery team’s working day.
  • To develop and maintain records, prepare reports, and correspondence for escalated incidents.
  • Keeping all assigned escalated ticket up to date and client communicated regularly.
  • Making sure time is entered within ticket on the go when doing tickets.(Live time entry)
  • Identify the root cause of the major incident and recommend the option to make sure it does not occur again.
  • Responsible for creating an incident report/RCA report for TL/SDM review for clients.
  • Lead and run to completion rollouts of proactive technologies across our client base to ensure reactive work is minimised and efficiency gains can be realised across the company.
  • Responsible for increasing proactive score thus achieving the proactive objective.
  • Responsible for problem management tickets and working with other Tier 2 engineer to get permanent resolution. Documenting this for Knowledgebase.
  • Working with the infrastructure team in delivering infrastructure projects.
  • Making sure products are productive and we can scalable.
  • Ensure that Senior management is aware of any significant issues which require their attention.
  • Identify any other requirements or make recommendations which would make the operation of the help desk more efficient for clients.
  • You will be required to be on call (work out of hours) on a rotation basis.
    • Product knowledgeThe job holder will require knowledge at least five years of experience in areas including:
  • Microsoft Azure VMs, VPNs, hybrid environments (including sync of directories)
  • Microsoft Windows platforms in particular Windows 7-10
  • Microsoft Server platforms - 2008-2016 (including core)
  • Microsoft Office Versions and Exchange 2007-2016 / Office365
  • Virtualization - Hyper-V / VMware
  • Network infrastructure - routers, firewalls (SonicWALL), VLAN, WLAN (Meraki), QOS, routing
  • Server monitoring, maintenance and remediation (in-depth Microsoft troubleshooting)
  • Security platforms: antivirus (Webroot), OpenDNS, Qualys (vulnerability management), Sophos encryption/end point management
  • Cloud email security systems : anti-spam, email archiving (Reflexion / Mimecast)
  • Cloud file sync and share platforms : Drobox, Box, Soonr
  • Phone systems (on premise / hosted) : VoIP troubleshooting and configuration management
  • In-depth knowledge of ConnectWise, LabTech and other tools / platforms used by the business, recommended but not essential
  • Backup system: Veeam and Shadow Craft
    • CapabilitiesThe job holder must display the following:
  • Minimum 3 years experience as a 3nd Line engineer in a service desk environment.
  • Good analytical and problem-solving skills.
  • Ability to visualize a problem or situation and think abstractly to solve it.
  • Provide outstanding technical leadership and take total ownership’ of issues to completion.
  • Ability to maintain healthy relationships with clients and perform problem/issue resolution.
  • Ability to think logically and troubleshoot.
  • Ability to manage time when delivering assigned tasks.
  • Have good interpersonal skills and able to work well with others.
  • Maintain a professional demeanour at all times.
  • Ability to handle constantly changing work pressures.
  • Be able to multitask effectively during busy times with effective prioritisation.
  • Ability to work responsibly without direct supervision.
  • Be enthusiastic and willing to work outside of normal hours when required.
    • Required skills
  • Service Desk
  • Troubleshooting
  • VMware
  • Windows Azure
  • 3rd Line Support

    • Keyskills :
    Service Desk Troubleshooting VMware Windows Azure 3rd Line Suppt

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