3rd Line IT Support Engineer
Central London
The role is part of the customer facing team supporting the IT environment of this major organisation. It is therefore imperative that
the job holder acts as an ambassador in all elements of their day-to-day activities.
This includes specific responsibility for monitoring and reporting adherence to Operational Level Agreements between internal and external
service providers to the IT Department, ensuring Service Level Agreements are adhered to. You will also actively participate in any relevant
processes to ensure future business needs can be supported through capability planning, monitoring of emerging technologies and identifying
opportunities which create value for the business.
Skills & Experience:
- Windows Server up to 2012
- Desktop support
- Hyper-V / Virtualization
- Solid Networking/Comms Experience
- Solid troubleshooting/diagnostic skills
- Cisco skills
- PowerShell
- Experience of working with Service Level and Operational Level Agreements.
- Experience of providing IT Support within a quality management environment.
- Solid customer facing skills
- Ability to work as part of a team
Key Tasks:
- Reporting to IT Support Manager
- To perform third line technical and administrative duties to assist the IT Support Team.
- To assist first and second line support technicians in the execution of their duties by sharing technical and procedural expertise where appropriate.
- To understand the IT Service Level Agreement and work to ensure that the IT Support Team complies with its obligations under the agreement.
- To actively manage the IT Support Team call queue ensuring that all calls remain updated with latest actions completed or planned.
- To maintain an informed dialogue with user community ensuring that user expectations are understood and communicated to other members of the IT Support Team.
- To actively participate in a continuous program of improvement within the IT Support Team.
- To actively participate in the creation and maintenance of the IT Knowledge base.
