3rd Line Support Desk Engineer

Role Title: Support Desk Engineer

The successful candidate will report to the Service Desk Manager.

They will be required to ensure the best experience for customers. This will be via the effective management of customer support enquiries from the service desk and by implementing IT solutions at customer sites.

In return for your skills, experience and passion for excellence, customer service and teamwork we offer a competitive, market benchmarked salary range giving potential for progression within and across roles, plus company benefits including Healthcare and Death in Service after successful completion of 6-month probationary period.

A flexible working attitude will be required. The role is based on 37.5 hours per week. This is shift-based to provide support currently between 0800 and 1730. There will also be the need to provide evening and weekend on-call support to our customers on a rota basis. Where client visits are required travel around the UK and hotel stays will be a feature. You will need permanent access to a reliable vehicle in good working order able to be used for business travel.

Main Responsibilities & Accountabilities:
The Systems Engineer must be passionate about excellent customer service and be self-sufficient, managing their own workload and skill development

* Responsibilities include: -3rd line technical support via service desk
o Take escalations from support desk analysts
o Resolving customer issues within service level guidelines (SLA)
o Gathering all relevant information from initial call/contact to ensure most efficient troubleshooting
o Questioning client about issues and work to find alternative, more efficient methods
o Manage internal and vendor escalations in a timely manner
o Liaise with 3rd party support teams and act as intermediary between them and the client
* Implementing new platform solutions at client sites
* Maintaining and improving remote management systems
* Managing 3rd party supplier contribution to projects and services
* Taking responsibility for your own career development
* Stakeholder management
* Taking responsibility for your career development


Advanced setup/design of
* Advanced setup / design Azure / Office 365
* Windows Server 2008 / 2012 /2016/2019
* Exchange Server 2010 / 2013 / 2016
* Set up SQL Server 2008 / 2012 / 2014
* Virtualisation (VMware and Hyper-V) – administration and set up
* Backup Technologies – Veeam Backup & Recovery, Symantec/Veritas, Datto – administrations, schedule and set-up
* Hardware Experience – Microsoft, HP, Dell, Lenovo/IBM, SAN, DAS, NAS, IDRAC
* Windows Desktop 7, 8, 8.1, 10
* Networking Experience – WAN, LAN, vLAN, iSCSI, PAT, NAT, VPN, RDP – including advanced set-up
* Remote desktop configuration
* WIFI config and management (Ruckus, Unifi)
* DNS records
* Industry relevant qualifications (e.g. Microsoft, CCNA, VM ware, Veeam)

* Experience of using Solarwinds
* Understanding of ITIL Framework

* Permanent Access to a reliable vehicle in good working order. (Must insure for business use)

If you are intersted in the above role feel free to call Carl @ GPW Recruitment on 01744 454300 or email cfoster @ gpwrecruitment . co . uk