Job description

3rd Line Service Desk Engineer
Competitive Salary and Benefits (Dependent on Experience)
Full Time - Permanent - 40 Hours Week
Poole, Telford, or Wakefield

Gerrard White are working with a leading cloud services provider who offer an integrated suite of managed services, from cloud optimisation and application modernisation to networking and self-serve tools to support a range of businesses from SMEs to multi-national corporations.

They are looking for an experienced, driven professional with a passion for technology and building customer relationships to join their growing team as a Senior Service Desk Shift Engineer.

Main Responsibilities:
To provide third line professional technical support for the Managed Service customers with the aim to fix all incidents passed to them from 1st line. This will be achieved by effective troubleshooting and diagnosis of more complex incidents which cannot be resolved by 1st Line.
You will be required to progress all support incidents in line with the customers SLA ensuring a first response target of 98% is achieved, to achieve this target you will need to be agile in managing your tickets constantly re-evaluating priorities.
You will also be required to perform a variety of proactive tasks which will help maximise customers uptime, perform root cause analysis and prevent reoccurring issues. Tasks will include, resolving more complex monitoring alerts, deploying the latest security updates, systems maintenance and upgrading customer systems.
The successful candidate will be a target orientated individual and an excellent communicator with the ability to build strong relationships.

What we'd like from you
Solid working knowledge of all areas and demonstrate an in-depth competence to support and manage a broad range of the detailed subject areas:

• Infrastructure - Physical, Virtualisation & Cloud management and support
  • Essential Knowledge:
    • Server Hardware
    • Windows Server Operating Systems
    • VMware vSphere
    • Microsoft Hyper-V
    • Citrix XenApp / Xen Desktop 7
    • Storage - SAN/NAS
    • Backup Admin
    • Azure
  • Additional desirable knowledge:
    • AWS
• On Prem Service and Cloud Service management and support
  • Essential Knowledge:
    • Active Directory
    • Azure Active Directory
    • Group Policy Management
    • Microsoft 365 / Office 365
    • Exchange / Exchange Online
  • Additional desirable knowledge:
    • Teams (Skype for Business and Teams Direct Routing Desirable)
    • SharePoint / SharePoint Online Admin
    • Antivirus Admin
    • Intune/SCCM
    • MFA / Conditional Access
    • Printing
    • Microsoft SQL
    • Patching and Cumulative Updates
• End User Compute management and support
  • Essential Knowledge:
    • EUC Hardware Support, inc Thin Clients
    • Windows OS support
    • Office and Office 365 admin and support
  • Additional desirable knowledge:
    • Mobile Support (iOS, iPadOS, Android) desirable
    • Apple MacOS Support desirable
    • Application Support (exposure to Legal, Financial)
    • Patching and Cumulative Updates
• Networking management and support
  • Desirable Knowledge: Networking including wireless & switched LAN

Benefits:

• 25 days' holiday (excluding bank holidays)
• Flexible working - it's important to maintain a work/life balance, as such, we will consider any written request for flexible working
• Virtual working - we practice what we preach and empower our people to work remotely
• Top tech - Leading services and solutions aren't just for our clients; we supply best-of-breed software and hardware for all our staff too
• 4x annual salary life assurance
• Health cash plan
• Retail discounts and other perks from major brands