Temporary 3rd Line Service Desk Engineer

Location: Gloucester, Gloucestershire, England
Salary: £15.38 - 15.38 per hour
Contact: Rachel Wilson
Call: Rachel
Reference: 3854
Hawk 3 Talent Solutions s committed to the selection, recruitment and development of the best people, basing judgments solely on suitability for the job. By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future.

Temporary 3 rd Line Service Desk Engineer

Location: Barnwood

Hours of work: 37.5 hours Monday to Friday

Salary: £15.38+ per hour

This is an ongoing temporary / contract role responsible for providing all levels of technical support to remote and onsite customers with a managed service contract and to support 1st and 2nd line service desk engineers. The role is responsible for achieving and maintaining good working relationships with customers and providing a high level of customer service for all support queries whilst adhering to all service management principles. The role will consult on infrastructure problems and provide suitable networking solutions, take ownership of user problems and will work proactively to troubleshoot, respond and resolve end-user issues

Key Responsibilities:

- Responsible for providing support to 1st, 2nd & 3rd line engineers acting as an escalation resolution point for our customers and providing senior technical support to customers.

- Provide coaching on technical skills and processes to 2nd Line and 1st Line staff

- Build and maintain good working relationships with project Managers in order to lead on 3rd line infrastructure projects ensuring projects are completed in line with timeframes and costings.

- To meet with customers and to understand the organisation strategy and work with Technical Architect and /or Solutions Architect to create IT solutions that meet those needs.

- To maintain 95% or above on our service desk SLA agreements.

- To maintain the IT network, ensuring that any items of risk are highlighted or removed from the infrastructure.

- Answer incoming telephone calls, tickets and emails ensuring all tickets are logged effectively and with adequate information to ensure that support requests can be resolved efficiently and that ticket closures are achieved in line with daily targets.

- Manage own ticket queue and workload, ensuring it is scheduled in an efficient manner and that time sheets are updated accurately and promptly.

- Complete scheduled small works as required and within the agreed customer timeframes.

Experience, attributes & skills sought:

- Experience of working in a Managed Service Provider or similar IT support environment covering a number of different technical areas.

- Experience with working on IT infrastructure projects where responsible for planning, installation and documentation.

- Demonstrable experience of sound professional communication skills, written, over the phone and face to face.

- A minimum of 1 formal IT qualification preferably at a higher education level or above.

- A minimum of 1 Microsoft product certification. (MCSA e.g.)

- A minimum of 1 Network certification. (CCNA e.g.)

- Good working knowledge of major networking components, to include networking operating systems, basic configuration and maintenance, switches, router and firewalls.

- Backup configuration and maintenance experience.

- Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software.

- Daily system checks to include servers, backups and firewalls.

Closing date is 1 st April 2022

Hawk 3 Talent Solutions are operating as an employment agency on behalf of its client.

To Apply please follow the application process for the site this job is advertised on or email your CV to Rachel.wilson@hawk-3.com. By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy. To view our full Privacy Policy please visit our website.

Hawk 3 Talent Solutions are committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future