3rd Line Support Engineer

The primary objective of the Helpdesk is to provide ongoing support and assistance to customers for any product related issues. A secondary purpose is to provide internal desktop support to all staff. The 3rd line Support Engineer is an important part of the Helpdesk team, providing customer software support for DEMS related issues, undertaking analysis and diagnosis, and implementing solutions within agreed timeframes.

Key Responsibilities of a 3rd Line Support Engineer
• Act as the escalation point of contact for all reported issues or queries (via telephone or email) relating to DEMS.
• Receiving, logging, and tracking all DEMS/software cases and communicating the status/resolution to the customer for escalated Software issues.
• Troubleshooting and resolving complex DEMS related issues.
• Maintaining a high degree of customer service, ensuring calls are logged, issues updated and calls closed or escalated as required, in a timely fashion and in line with service level agreements.
• Arranging for additional technical support where problems cannot be resolved within the support team. Act as escalation point of contact for third party suppliers (such as Microsoft)
• Providing remote and where necessary on-site installation and upgrade of DEMS systems to the customer.
• Providing set up and monitoring of cloud-based systems / servers / Web apps to ensure uptime for end customers is achieved.
• Providing out of hours support on a rota basis with other members of the support team for designated enhanced customer support level.

Key Competencies of a 3rd Line Support Engineer
• Windows Servers (setup and maintenance).
• Active Directory.
• Maintain and configure laptops, desktops and mobile devices.
• Networking, switches, routers and firewalls (DNS, DHCP, TCP/IP).
• MS Exchange.
• MS SQL experience (essential)
• Knowledge/experience of Azure Portal (essential)
• Software installs and upgrades.
• Reliable self-starter that is service driven that enjoys getting the job done.
• Has a good understanding of IT security.
• Likes to build resilient solutions.
• Has good documentation and communications skills.
• Ability to work out of hours if required

Please note this role requires the successful candidate to be eligible to an enhanced security clearance

Benefits
• Annual bonus scheme
• Private Medical Insurance
• Birthday Off
• Purchase up to an additional 5 days of holiday.
• Employee Assistance Programme
• 2pm finish on Fridays.
• Pension scheme via NEST

Due to the large volume of applications we receive for each position we will only be able to respond to applications received with the relevant skills. Should you not hear from us within a week, unfortunately on this occasion your application has been unsuccessful.

March Recruitment is an equal opportunities employer and complies with all relevant UK legislation. Please note that by applying for this vacancy you accept March Recruitment's Privacy Policy and GDPR Policy which can be found on our website and therefore give us consent to contact you.

Consultant: Donna Jackson