3rd Line Support Engineer

Job Title: 3rd Line Support Engineer
Contract Type: Permanent
Location: Nottingham, Nottinghamshire
Salary: £28000.00 - £32000.00 per annum
Start Date: ASAP
Reference: BBBH19465_1568990957
Contact Name: Ivana Kovacova
Contact Email:
Job Published: September 20, 2019 15:49

Job Description

3rd Line Support Engineer


£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


  • 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.