3rd Line Support Engineer
£25-33k
Ashford
VR/02303R

Role Description
Building on the role of a 2nd line engineer, this role moves into a more complex area of troubleshooting / configuration of networks and a Windows server environment.
Thinking on your feet, you will be able to apply generic problem solving capabilities to different areas of I.T, to provide high end support and analysis of issues.
You will be able to apply a diverse mind-set and hard-working ethic. The experience required, but not limited to, is: Windows Server Deployment, Exchange/IIS Administration, CISCO Network configuration (Routing/Switches/VLAN/VPN), proficient knowledge of TCP/IP/Multi-platform DNS. Firewall hardware and software.
You will be able to manage your own workload, have a genuine passion for I.T and be an integral team player.
This role will comprise of both On-Site installation and support as well as Remote.
Key Duties
· Provide Remote and On-site support for customers
· Provide a very high standard of professional customer service to our customers
· Provide accurate and timely diagnosis and rectification of customer faults in a timely manner and within SLAs
· Manage own workload
· Work with partners and third party companies to resolve problems
· Problem solving and resourceful, utilising Technical libraries
· Troubleshoot technical issues in a highly efficient way
· Resolve or escalate problems and service requests according to established procedures
· Raise, update and close calls on service desk call management system
· Take on and manage issues from 1st and 2nd line effectively
· Be aware of polices in place and ensure a mature approach is followed
· Expand existing systems
· Plan and install solutions on-site and remotely
Person Specification
Essential TECHNICAL EXPERIENCE:
· Microsoft Windows (All versions) experience to a high level (Troubleshoot and effectively resolve issues by research / using knowledge bases in a confident way)
· Active Directory to a high level (Security Groups, Administration / Deployment, LDAP, ADSI)
· Windows Server Environment 2012/2016 - Deployment
· Office 365 Experience (Administration / Deployment)
· Backups (Various and ability to use different applications)
· Router maintenance (Wireless configuration, Install and setups)
· Server & System Maintenance / RAID / Restores / Deployment
· Hardware Maintenance / Planning and Deployment
· PowerShell to a competent level (Backup / Azure / EMC)
· CISCO Experience (VLAN, Routing, Switching)
· VOIP Administration / Maintenance
· VPN Administration and Deployment
· TCP/IP and OSI
· DNS - Administration of DNS internal and external
· Cloud based Admin (Internal / External)
· Networking Design / Troubleshoot / Installation
Essential PERSONAL EXPERIENCE:
· Excellent communication skills and telephone manner
· Following procedures and mindful of attention to detail
· Making progress with minimal supervision
· Able to work consistently in a dynamic and sometimes high pressure environment
· Problem solving and thinking on your feet
· Managing own workload with minimal supervision
· Approaching problems with a dynamic thought process
· Experience working within a service desk environment
· Project Management
· Fluent English
· Willing to work outside of the normal office hours
· Clean driving licence and own transport
· Willing to travel to customer’s place of work
· 3 years of experience in similar role
Desirable:
· CCNA / CCNP
· Knowledge of TCP/IP and OSI
· Site Experience
· MSCP / MSCE
· Linux / Linux Server
Education:
· Degree in relevant technical discipline or relevant industry experience
Conditions

This role is service desk-based at Ashford, but will involve despatch to customer sites.
Hours: 8.5-hour days with 1 hour for lunch
Working Hours: 08:00 to 17:30 Monday
08:30 to 17:30 Tuesday to Friday

You will also be part of the on-call engineers pool which will involve call-outs and support outside of the above office hours. Based on a rota.