2nd / 3rd Line Engineer

Salary: £38,400 – £57,600 per year

Our reputable and fast-growing client in Reigate is seeking a 2nd / 3rd Line Engineer to join their team.

MFK Recruitment has successfully recruited 13 candidates to this company in the past 18 months, many of these candidates have progressed very quickly with the company. My client is very keen on finding a talented 2nd/3rd Line Engineer to join their friendly team.

The 2nd / 3rd Line Engineer will be predominantly based at their HQ in Reigate, there could also be some occasional local travel to their customer’s sites, so it is important for the candidate to have their own vehicle.

The successful candidate will be responsible for ensuring our customers are serviced in line with SLAs and key metrics; enabling day to day IT operations to run smoothly and effectively managing incidents and customer requests from receipt to resolution and closure.

The individual will also have experience in designing technical solutions that fit customer needs, creating associated scopes of works and implementing the same to a high level of quality and customer satisfaction.

With large scope for accelerated growth, this is the perfect opportunity for a motivated individual looking to proactively progress their career opportunities, with share scheme access potential.

2nd/3rd Line Engineer main responsibilities:

• To manage escalated incidents and customer requests from receipt to resolution and closure
• To ensure service level agreement standards are met
• To maintain high levels of customer satisfaction and continually seek to improve upon CSAT scores
• To scope out solutions and systems befitting of customer requirements
• To create and implement accurate scope of works for customer projects
• To ensure projects are completed to time and budget
• To assist with training and mentoring of the service team
• To promptly complete any admin paperwork and documentation
• Keep accurate records of all site information using IT Service Management tools
• Promote best practices and adhere to change control process
• Accurately plan and organise working week
• To continually contribute to forward thinking company development and best practice processes

2nd/3rd Line Engineer knowledge & experience:

• Next Generation Firewall management (SonicWALL, Watchguard, Fortigate) (essential)
• Microsoft Hyper V (essential)
• Windows Server (DNS, DHCP, AD, GPO, RRAS, MDT, WDS) (essential)
• Office 365 (essential)
• Desktop / server hardware (essential)
• Windows desktop OS and Office Suite (essential)
• VMWare (desirable)
• Switch stacking / VLAN’s (desirable)