3rd Line Support Engineer
Metropolitan Thames Valley, Holborn, Camden
3rd Line Support Engineer
Salary not available. View on company website.
Metropolitan Thames Valley, Holborn, Camden
- Full time
- Permanent
- Onsite working
Posted 1 week ago, 30 May | Get your application in now before you're too late!
Closing date: Closing date not specified
Job ref: ddb4d635f97e48a98f5470da1277c8b0
Location ref: Holborn, Camden
Full Job Description
- Working with the Service Desk Manager and the Infrastructure Team, ensure the delivery of day-to-day support to the organisation's users, covering servers, network, applications, desktops, laptops, telephony, and mobile devices.
- On a rota basis, undertake routine daily checks and maintenance and act as the 3rd line escalation point of contact in resolving user and technical issues.
- Proactively undertake the day-to-day delivery of Infrastructure Service Desk operations. This will involve providing hands-on support to users, as well as back-end troubleshooting of servers and networks. Front-end support includes thin clients, PCs, laptops, smartphones and tablets; VOIP telephony, MFDs; and various applications in addition to MS Office.
- Maintain a proactive role in monitoring all requests, incidents, and problems, having complete visibility on the Infrastructure Service Desk.
- Respond to Service Desk phone calls/tickets as needed, focusing on 3rd line tickets and activities, and taking on tickets escalated by the 1st/2nd line Infrastructure Technicians. Escalate when necessary to the Service Desk Manager.
- Contribute to the maintenance and documentation of the infrastructure estate: records of builds, hardware, licences, systems configurations, change requests, systems, and processes.
- Undertake change management of the infrastructure estate
- Work an out-of-hours shift if asked to, compensated by corporate company guidelines.
- Undertake infrastructure project work and continuous improvement activities as part of the annual work plan
- Management of relationships with third parties and suppliers. To meet our commitment to providing safe, high quality services to our customers we will complete a basic background check with the Disclosure and Barring service once an offer of employment is made. Interviews will be a three-stage process of an initial MS Teams phone-screen followed by two rounds of competency based questions (final round in-person)
Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .
About Us: Metropolitan Thames Valley Housing has a vision that "everyone has a home and the opportunity to live well"; that means working with partners to create sustainable and vibrant neighbourhoods where our customers want to live. With 57,000 homes and more than 120,000 residents and customers, we have a real opportunity to make that vision a reality. Our people care, dare and collaborate to ensure we achieve this People Powered Living. This role: We have an exciting opportunity within MTVH to provide end users with 3rd-line Technical support in accordance with the achievement of all applicable Service Levels, Customer Satisfaction scores, and KPIs and to be an active escalation point for 1st and 2nd-line engineers in Farringdon, London.
Direct job link
https://www.jobs24.co.uk/job/3rd-line-support-engineer-126908980