Job Description

Job Title:

Support Engineer (3rd Line)

Location/Based:

Head Office (Skelmersdale) with some travel

Reports To:

Head of Technical Services

Staff Responsibility:

General Overview of the position:

As a Support Engineer (3rd Line) you will be responsible for resolving complex technical issues, providing advanced support to our 1st and 2nd Line engineers, and ensuring the stability and efficiency of our IT systems. This is a critical position that requires deep technical expertise, problem-solving abilities, and the capacity to manage multiple high-priority tasks simultaneously.

Main duties and responsibilities:

• Advanced Troubleshooting & Resolution: Diagnose and resolve escalated technical issues, including hardware, software, and network problems, ensuring minimal disruption to business operations.
• System Monitoring & Maintenance: Monitor system performance, conduct regular maintenance, and apply necessary patches and updates to ensure the reliability and security of the IT infrastructure.
• Incident & Problem Management: Take ownership of complex incidents, perform root cause analysis, and implement long-term solutions to prevent recurrence.
• Project Support: Collaborate with project teams to provide technical expertise in the planning, deployment, and support of new systems and technologies.
• Documentation & Knowledge Sharing: Create and maintain detailed documentation of issue resolutions, procedures, and system configurations.
• Mentor and train 1st and 2nd Line support staff, helping to enhance their technical skills.
• Customer & Stakeholder Interaction: Provide high-level support and technical guidance to internal teams, customers, and stakeholders, ensuring a high standard of service delivery.
• Continuous Improvement: Identify opportunities for improving IT services, infrastructure, and processes, and contribute to the implementation of these improvements.
• Liaise with external vendors and partners for support, ensuring timely resolution of issues and effective collaboration on technical projects.

Other Duties

Take part in activities that help build long lasting relationships with our customers.

Key Contacts

Technical Services, Supply Chain, Projects, Sales and Senior Leaders

Person Specification

Job Title

Support Engineer (3rd Line)

Date Created

14/08/2024

Essential

Desirable

Education/Qualifications:

• Maths and English O Level/GCSE or equivalent

• Degree in IT or relevant field
• ITIL (Information Technology Infrastructure Library) Certification: Demonstrates knowledge of IT service management best practices. ITIL 4 Certificate

Experience:

• Minimum 3-5 years relevant experience

Skills/Knowledge:

• Proven experience in managing and resolving complex technical issues across a variety of platforms and environments.
• MS Office skills
• Understanding of IT infrastructure, networking.
• Virtualisation, VMWare, Hyper-V
• Storage & SAN Technologies
• Windows Servers 2012 and above
• Advanced Active Directory
• Azure including Microsoft365
• LAN, WAN, TCP/IP, DHCP, DNS
• Cloud Technologies
• VEEAM back-up solutions

Aptitudes/Attributes

• Be an innovative, highly organised and collaborative
• Have an eye for detail and accuracy
• Ability to analyse complex issues and develop effective solutions quickly.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Works well in a team environment, contributing to the collective knowledge and supporting team members.
• Dedicated to providing a high level of service to internal and external customers.
• Ability to prioritise tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
• Self-motivated and able to motivate others
• Diplomatic when faced with issues

Other Job Requirements:

• Willing to undertake further training to fulfil the requirements of the role
• Willing to work additional hours to meet the demands of the role
• Full Driving Licence with Business Car Insurance: Yes
• DBS Check: Yes