3rd Line Service Desk
Job Description
Job title: 3rd Line Service Desk
Company: Gold Group
Job description: My client a leading financial services organisation based in Epsom, Surrey, who are recruiting for a 3rd Line Service Desk Engineer, with experience in a similar 2nd/3rd line role in an ITIL environment with knowledge of desktop and server operating systems, AZURE, O365, SaaS, MDM, Active Directory, Exchange, O365, GPO, basic networking, virtualisation (VMware, Hyper-V) and scripting (Batch, PowerShell)
As a 3rd Line Service Desk Engineer, you will be providing IT support to end users. Provide expert support and resolution on complex incidents and processes related to IT & Security. Participate in IT projects and
handle incoming requests and changes to the Service Desk & Cyber Security team via telephone, e-mail, and ticketing system, when appropriate, to ensure courteous, timely and effective resolution of end user issues within SLAs.
3rd Line Service Desk Engineer Benefits:
- Salary: £50,000 – £55,000 per annum
- 22 days annual holiday (Increase to 27, 1 additional day per year worked)
- Healthy contributed pension scheme
- Training and development
Some of the main duties of the 3rd Line Service Desk Engineer Responsibilities:
- Handle incoming requests and changes to the Service Desk & Cyber Security team via telephone, e-mail, and ticketing system, when appropriate, to ensure courteous, timely and effective resolution of end user issues within SLAs
- Accurately, document all information, of escalated incidents, major incidents, problems, and changes while providing timely regular updates and follow up to resolution
- Assist 1st & 2nd line engineers in escalated incidents by acting as SME on fields of expertise, and / or escalate to team leader, or head of the department, as required
- Create and maintain detailed professional documentation around processes and procedures
- Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one
- Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, SaaS & on prem Applications, Azure, IAM, PIM, etc)
- Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications
- Become the SME in pre-defined platforms leveraged by the business, and own documentation and expertise in resolution of relevant incidents, upgrades, and projects related to these
- Participate in security related exercises, such as patching, vulnerability remediation, security audit remediation tasks and cooperate with the Cyber Security team to ensure all actions are performed in a timely and compliant manner
- Understand the concepts and have strong experience of O365 and on Prem environments, Group policies, user and device management
- Be an SME on the RMM tool(s) used in the business and manage scheduled and on demand scripts, patching workflow, but also monitoring, administration, and remote support
- Administer the chosen SaaS platforms of the business including but not limited to HexNode MDM, Solarwinds Service Desk, N-able RMM, O365
- Administer and maintain the joiners / movers / leavers process in a timely and secure way
- Provide expertise on windows services such as DNS, DHCP, GPO, PowerShell, Scripting, Identity Management, AAD or Hybrid environment management
- Build and distribute corporate hardware while maintaining inventory and asset registers
- Contribute to the change management process as and when required
- Create and manage support requests to 3rd party vendors when required and follow to resolution
In order to be the successful 3rd Line Service Desk Engineer and have a chance to gain such an exciting opportunity you will ideally need to have the following:
- Minimum 4 years previous experience in a similar role as a 2nd /3rd Line Support in an SLA, CSAT, ITIL driven environment
- Experience with desktop and server operating systems, O365, SaaS, MDM
- Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware, Hyper-V)
- Extensive knowledge of AD and AAD structure, configuration & administration
- Scripting (Batch, PowerShell, etc)
- Knowledge of security related concepts, frameworks, and tooling
- Experience on managing Centralised Antivirus, Application packages, Policies
- Systems administration and networking experience will be taken under consideration
- Proven written and verbal communication skills with stakeholders of all levels
- Proven analytical and problem-solving abilities
- Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops
- Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources
This really is a fantastic opportunity for a 3rd Line Service Desk Engineer to progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don’t miss out!
Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.
- 01342 330 551
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