3rd Line Support Engineer

Salary: £42,000 – £50,400 per year

3rd Line Support Engineer Windows Server VMware Active Directory O365

3rd Line Support Engineer

My fantastic client in Chippenham is currently looking for a 3rd Line Support Engineer to come on board on a permanent basis.

Overall purpose of the job:

• To provide remote specialist support to customers within the agreed Service Level Agreements
• Maintain close working relationships with a subset of prestigious customers and all internal stakeholders in order to reach objectives, and ensure a seamless delivery of customer requirements
• To work collaboratively with 3rd party vendors and other internal teams to bring a resolution within SLAs
• Act as a support function within a specialist team of engineers who are focused on a subset of specific customers

Key responsibilities for this job:

• Respond to support calls as assigned within the agreed SLAs; ensuring calls are quickly and accurately logged, closed and analyses to prevent future occurrences, and that call resolution priorities are met
• Escalate problem calls within the Service Desk team to meet SLAs and ensure maximum level of customer satisfaction
• Troubleshooting customer technical faults and working with external vendors and service providers to achieve fault resolution
• Work as a team to deliver timely resolution to customer requests received from telephone, email, and automated monitoring
• Maintain an understanding of the internal escalation process to reduce escalation and SLA breaches
• Maintain professional working relationships with customers, suppliers, and work colleagues
• Ensure all knowledge base documents are updated, stored consistently in a single system
• Work proactively to ensure that all knowledge information is maintained and updated on an on-going basis

Knowledge and experience required:

• Experience of supporting, installing, and modifying Microsoft Windows server and standard Microsoft applications
• Experience in installation, configuration and maintenance of Active Directory Services including group policy management, SQL, and Office 365
• Capable of deploying and supporting Dell Server, Desktops and Laptops.
• Capable of deploying and supporting VDI Solutions (Horizon View, Citrix, RDS)
• Working knowledge of VMWare & Hyper -V setup, configuration and support is essential
• Working knowledge of backup systems management (Veeam, Veritas)
• Demonstrable understanding of network infrastructure (Security/DHCP/DNS)

Desirable knowledge and experience:

• Knowledge of Storage (SAN, NAS) systems
• Basic competency in installation and administration of routers, switches, and firewalls.

This is a permanent role paying £35-42k per annum. The client will also pay for training and certifications.

If you are a solid 3rd Line Support Engineer with experience of Windows Server, VMware, Active Directory, O365 and Hardware then please forward your CV asap as interviews are being arranged immediately.