3rd/4th Line Support Analyst - 3rd/4th Line Service Desk Engineer

Marshall Resource Partners Ltd
£45,000.00 + benefits
17 Oct 2016
16 Nov 2016
Contract Type
3rd/4th Line Support Analyst - 3rd/4th Line Service Desk Engineer

Elite company that is a dedicated IT support and managed service provider with a portfolio of offerings, ranging from fully managed services and hosting, through to complex infrastructure projects and business IT transformation programmes. The company excels in superior IT support and managed services delivered by, focusing on the users' requirements and businesses objectives.

They service the UK and international needs of over 15,000 clients, this a fantastic opportunity to work with a forward thinking company which huge scope to build a long lasting career.

The 3rd Line Service Desk Engineer provides escalation support to the 2nd Line Service Desk Engineers. The role is critical to the successful operation of the Service Desk and requires a strong technical knowledge, in conjunction with a passion for customer service skills.

This role will be expecting to mentor the 2nd Line Service Desk Engineers where possible as well as prompt and accurate incident resolution within agreed service levels.

Responsibilities will include:

- Technical desktop and laptop troubleshooting and resolution
- To work closely with internal teams and external suppliers
- To produce and maintain knowledgebase articles for use by Service Desk team
- Updated all assigned incidents within the TTS ticketing system and keeping the customer updated on progress
- Responding to escalations promptly
- Carry out additional ad-hoc duties as required
- Comply with health and safety, quality, security and environment policies, legislation and standards.

Key Skills & Experience

- ITIL- must understand principles
- Microsoft Windows 7 and above troubleshooting
- Microsoft Active Directory user management
- Microsoft Exchange administration
- Basic knowledge LAN, WAN, VLAN
- Virtualisation (VMWare, Hyper-V)
- Microsoft Office 365 knowledge/understanding (desirable)
- Backup administration and troubleshooting
- 5 years' + experience on an MSP service desk
- Microsoft MCSA 2012 (desirable)
- Cisco CCNA (desirable)
- Microsoft Exchange 2013 MCP (desirable)
- VCP 5+ (desirable)
- Microsoft Lync/Skype administration (desirable)
- Microsoft Azure knowledge (desirable)
- Wireless troubleshooting (desirable)
- Security administration (VPN, remote access)

If this is you and you want to know more, please send me your CV ASAP

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