3rd Line Support Engineer

Location: Swindon - Permanent

Salary: £35,000

plus benefits


The 3rd Line Support Engineer will be responsible for 1st, 2nd and 3rd line helpdesk support as well as project & implementations work across the business.


The candidate will become a focal point for escalations from the helpdesk, as well as lead on technical projects and will have a good attention to detail, drive and possess the skills required to communicate at all levels within the business.


Our client operates multiple systems that are going through a significant upgrade. A key focus of the upgrade path is cloud-based technology and resiliency.


Key responsibilities:

  • Line management of one FTE, 1st line Helpdesk member

  • Contribution to the technical roadmap, working with the IT Manager and other business stakeholders to ensure this is aligned with business needs.

  • Act as an escalation point for more challenging issues received by the helpdesk, providing innovative solutions to technical problems.

  • Ensure escalated infrastructure and systems helpdesk queries are processed efficiently in line with business expectations.

  • Liaise with 3rd party vendors for technical resolution and support with implementation.

  • Provide ad-hoc out of hours support to the business on an “as and when required” basis.

  • Provide and manage documentation of solutions, ensure documentation of resolutions to assist with future fixes.




Experience & Knowledge

  • Experience of working in a helpdesk environment providing 1st-3rd Infrastructure support with some knowledge around application support

  • A rudimentary knowledge of SQL and database concepts would be a bonus.

  • Knowledge and experience of some or all of the following technologies (** - essential)

  • Microsoft Server 2003- 2016 **

  • Microsoft 365 Administration & Migration **

  • Exchange Online and Exchange 2012

  • Demonstrable PowerShell skills

  • VMware 4.5-6 **

  • HP Networking products

  • Unify Networking products

  • WatchGuard security appliances

  • HP Server, SAN, Desktop & Laptop

  • Dell Compellent SAN **

  • Motorola handheld devices

  • Hands-on knowledge in printer repair, thermal, thermal tape, inkjet and Laser

  • Epos knowledge

  • Experience in managing L1-L3 Networks including MPLS, VPN & ADSL Circuits

  • ITIL Awareness


Personal Attributes

  • The ability to communicate effectively at all levels

  • Exceptional attention to detail and accuracy

  • Possess a flexible approach with good team working skills

  • Demonstrates good organisational skills including an ability to prioritise effectively, deliver high quality work to deadlines in a dynamic environment

  • Possess the attributes and characteristics to influence change across the business

  • Demonstrates resilience and adaptability, ability to work under pressure and with robust characters

  • Desire to learn and become an expert in systems-oriented processes and configuration.

  • Willing to step-up when required