3rd Line Support Engineer

3rd Line Support Engineer

Nottingham

£35 000 p/a

Talent International has been retained to search for experienced 3rd line support network engineers to deliver support to customers for data products within a 24/7 department. This role will require hands on-field 2nd/3rd line experience.

Skills & Experience

• Minimum 3 years experiencing working within an IT/Telephony Support role
• Good Software skills including configuration and installation of Operating systems including server 2008 and 2012
• Knowledge on hardware
• Understanding of Network Technologies including TCP/IP DHCP, VLAN and various WAN technologies
• Good knowledge of how the Internet works (HTTP/HTTPS and DNS)
• Problem solving ability, creativity to "think-outside-the-box", proven track record in proposing and implementing new solutions for customers.
• Agility/ability to work at pace and to tight deadlines
• Customer Facing experience with ability to demonstrate being able to manage the support requirements of demanding customers
• Experience with Virtualisation (VM Ware, Hyper V and Virtual box)
• Knowledge of SQL, Apache, IIS, Telecoms and experience working in/and supporting contact centers/Financial services would be advantageous
• Excellent verbal and written communication skills

Primary Responsibilities

• Incident / Problem management ensuring all customer SLA's and departmental KPI's are achieved through the timely resolution and effective communication
• Communicating effectively with Helpdesk Analysts to ensure they can communicate effectively and manage the customer experience
• Detailed problem reproduction on support test labs
• Working with the team to ensure daily case allocation is managed
• Highlighting areas of risk as soon as they are apparent
• Perform change management including raising RFC's
• Input to problem management highlighting situations which may require further ongoing investigation or may be relating to multiple incidents
• Development and management of knowledge base
• Communicate effectively with Helpdesk Analysts to ensure they can successfully communicate with the customer
• Troubleshoot and triage 3rdline faults through to development.
• Potential to work as part of a shift rota - to be agreed along with location as part of specific role
• Any adhoc duties as are reasonably requested by the business.

Hybrid Responsibilities

• Perform installations of products and integrations
• Perform planned technical project work in relation to company products

Onsite Client Engineer Responsibilities

• Perform daily health checks on product, including checking product connectivity, system alarms and log files
• Inform client of any serious incidents and concerns that arise from proactive monitoring
• Jointly manage the Change / CAB process with the Service Delivery Manager and client
• Further ensures that the company Service Now toolset is fully up to date
• Maintain device inventory, software levels, maintain diagrams produced through transition / project start-up etc. We expect the inventory to be maintained in our Service Now tool - this is our CMDB
• Attend and engage in company service meetings, ensuring tasks are proactively addressed
• Participate in Continual Service Improvement actions

Qualifications

• A degree in a relevant technical subject (Desirable)
• CCNA Collaboration, Avaya, Mitel or similar Telephony certification (Desirable)
• Experience with SIP, RTP, G.711, G.729, H.323 or similar telephony exposure/knowledge - Highly desirable.
• ITIL V3 foundation
• Microsoft Windows Server - MSCE/MSCA

To be considered for interview, please apply today with latest version of your CV. Candidates with relevant skillset will be contacted within 24 hours.