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3rd LINE SERVICE DESK ENGINEER 

  • Positions Available: 2

  • Location: Oxford and Nottingham

  • Salary: Negotiable dependent on experience

 

The role


Due to continued success, Sp1Solutions Ltd has an exciting opportunity for an experienced 3rd Line Service Desk / Field Engineer to join our Service Delivery team. As a 3rd Line Service Desk / Field Engineer you will be responsible for providing both onsite and remote technical support for our vast client base. You will be responsible for managing onsite technical matters with client IT systems, ensuring SLAs are met. When not providing onsite support, you will carry out the duties of a 3rd Line Service Desk Engineer. The role will involve fault diagnosis and resolution, providing onsite, remote and telephone support for client infrastructure and end-users.

Our ideal candidate will be an experienced Technical Support Engineer from a Managed Service Provider background or within the professional service industry (Eg. Legal/Accounting).  You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential.

 

Key Responsibilities

  • Provide onsite and remote technical support to an extensive client base.

  • To install and maintain IT and communications systems in line with specifications, to ensure client requirements and deadlines are met, and that systems are fully secure.

  • Provide 3rd Line diagnosis and resolution, maintaining a high level of 1st-time fixes.

  • Respond appropriately to technical issues raised, through resolution or escalation.

  • Prioritisation and management of workload to ensure contractual SLAs are met.

  • Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket.

  • To maintain the appropriate client site documentation for each designated client.

  • Provide efficient customer service to a vast client base.

  • Work in accordance with company values, policies, procedures and standards.

 

Essential Skills and Experience

Our ideal candidate will be an experienced Technical Support Engineer from a Managed Service Provider background or within the professional service industry (Eg. Legal/Accounting) . You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential.

  • Previous experience providing technical support for a Managed Service Provider.

  • Excellent problem solving and customer service skills.

  • Experience with key technologies, such as:

  • Windows Server 2003 – 2019

  • Microsoft Office 365 Administration (Exchange, Azure AD, Share Point, Intune etc.)

  • Experience of remote desktop technologies ( RDP – VDI )

  • PowerShell and Scripting technologies 

  • Mobile Device Management, SCCM and Application Packaging 

  • Security products, policies and procedures

  • Solid understanding of Backup and Restore technologies

  • Advanced VMWare Experience

  • Microsoft Office 2003 – 2016

  • Windows Desktop XP – Windows 10

  • Active Directory and Microsoft Exchange

  • OSx Operating systems

  • Networking technologies including LAN/WAN

  • Installing/configuring printers

  • DHCP/DNS

Travel required.

The hours of work are 40 per week.  Applicants must be flexible to work additional hours to fulfil the requirements of the job role.

Key Benefits :

  • Competitive salaries

  • Competitive bonuses

  • Annual pay reviews

  • Pension

  • Service holidays

  • Company laptop

  • Mileage allowance

  • Full induction

  • Career planning

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