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3rd Line Engineer

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DCV Technologies

2021-12-03 07:38:59

Job location Barkingside, Greater London, United Kingdom

Job type: fulltime

Job industry: I.T. & Communications

Job Contact: Ian Weeks

Job description

3rd Line Engineer

FULLY REMOTE

We have a fantastic 3rd Line Engineer role for a proven and professional engineer with experience across Windows, Virtualisation, Networks etc.

Working Hours/Nights

To cover support across 4 working days, Monday - Sunday, shifts between 7pm-7am or 7.30pm - 7.30am. This is a 4 on 4 off night shift pattern

To provide support over the phone, connecting into customer sites to all Managed and Supported Customers.

Main duties

  • Provide 3rd line technical support to customers including server, desktop and networking infrastructure.
  • Log all calls accurately, update and close with relevant information.
  • Escalate major issues immediately to your line manager.
  • Liaise with and build strong working relationships with key customer contacts.
  • Work with other support staff to build knowledge and skills pertinent to the sites supported.
  • Build strong relationships with customer account managers.
  • To take a proactive approach to customer IT systems to ensure problems are avoided and the longer-term development of the customer IT systems are considered.
  • Be able to work as part of a team or self-driven when required.
  • Be able to communicate technical issues and concepts at multiple levels.
  • Working with a ticketing system to manage SLAs for multiple customers.

Experience Required

  • Good communication skills
  • Knowledge of Storage Platforms
  • Microsoft Product Stack (exchange, SQL)
  • Knowledge of HyperVisors
  • Active Directory (Ldap, DNS, DHCP, GPO)
  • Backup Technologies (Veeam, Microsoft DPM)
  • Proven Customer Service Skills
  • Experience working in a team and to support other team members
  • Excellent communication and interpersonal skills
  • Ability to build good working relationships with internal and external contacts

Behaviours and key Competencies

  • Proven abilities to take initiative and be innovative
  • To have a flexible approach and attitude.
  • Analytical mind with a problem-solving aptitude
  • Positive, enthusiastic and supportive individual
  • Ability to take ownership of and progress issues
  • Ability to work under pressure
  • Ability to work in a team and to support team members.
  • Ability to build good working relationships with internal and external contacts.
  • To be an ambassador for to maintain and enhance the reputation.
  • To comply with all necessary working practices relating to the customer site.
  • Ensure that you understand the Company Ethos and Vision, including any tasks linked to your role with the Strategic Bridge.

Inform a friend!

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