3rd Line Support – IT

£37k - £39k per annum

Twickenham, London

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About the role:

A large, leading housing association with a dynamic and growing IT team is hiring for a 3rd Line Support. You will be providing end user 3rd line technical support and be an active escalation point for 1st and 2nd line engineers.

About the role

  • You will work with the Service Desk Manager and the Infrastructure Team to ensure the delivery of day to day support to the business’ users, covering:
    • servers
    • network
    • applications
    • desktops
    • laptops
    • telephony
    • mobile devices
  • On a rota basis, routine daily checks and maintenance and act as 3rd line escalation point of contact in resolving user and technical issues
  • Proactively undertake day to day delivery of Infrastructure Service Desk Operations
    • hands on support to users
    • back end troubleshooting of servers and network
    • front end support (thin clients, PCs, laptops, smart phones, and tablets; VOIP telepony, MFDs; and applications)
  • Respond to 3rd line tickets on the Service Desk
  • Contribute to the maintenance and documentation of the infrastructure estate: records of builds, hardware, licences, systems configurations, change requests, systems, and processes
  • Change management of the infrastructure estate
  • Infrastructure project work and continuous improvement activites
  • Manage relationships with third parties and suppliers

What do you need to apply?

  • Extensive experience of working in Service desk environments – 1st – 3rd line, using an ITIL service desk ticketing systems
  • Support and administration of Microsoft Windows 2012, including Active Directory administration and Group Policy management, systems imaging and deployment
  • Experience of troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, routing and vLANs
  • Support and administration of virtualised environments and VDI – Citrix Xendesktop
  • Experience of supporting productivity suites: Microsoft Exchange Online and Microsoft Office 365
  • Extensive experience in support and administration of VOIP systems
  • Support, administration and management of Microsoft SCCM
  • Good Knowledge of backup systems
  • Remote access tools knowledge
  • 4th line duties
  • MSCE or higher

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Does this role sound like the right for for you? Apply using the form and one of the Goodman Masson team members will get back to you as soon as possible. Good luck!

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