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
