3rd Line Service Desk Engineer Location: Gloucester Salary: £42,000 The Role The 3rd Line Service Desk Engineer is 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. Duties and Responsibilities o Providing support to 1st, 2nd & 3rd line engineers acting as an escalation resolution point for our customers o Providing senior technical support to customers o Providing coaching on technical skills and processes to 2nd Line and 1st Line staff o Building and maintaining 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 o Meeting with customers to understand the organisation strategy and working with Technical Architect and/or Solutions Architect to create IT solutions that meet those needs o Maintaining 95% or above on our service desk SLA agreements o Maintaining the GBE Converge IT network, ensuring that any items of risk are highlighted or removed from the infrastructure o Answering 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 o Managing own ticket queue and workload, ensuring it is scheduled in an efficient manner and that time sheets are updated accurately and promptly o Completing scheduled small works as required and within the agreed customer timeframes o Providing coaching on technical skills and processes to 2nd Line and 1st Line staff, oversee product specific staff training and encourage team sharing of best practice o Providing pre-sales support to GBE Converge existing customers o Completing proactive maintenance for GBE Converge support customers o Supporting the Technology Management Team to ensure effective and efficient task allocation and scheduling o Ensuring all paperwork relating to finished work is completed and recorded in line with relevant timeframes o Assisting the Technology Management team with managing the support team and departmental responsibilities and covering for them as and when required No job description can be entirely comprehensive and the jobholder will be expected to adapt and carry out such other duties as may be required from time to time, on the understanding that they will be within the individual's remit and capability, and consistent with the status and responsibilities of the role within the business. Person Specification Essential o Experience of working in a Managed Service Provider or similar IT support environment covering a number of different technical areas o Experience with working on IT infrastructure projects where responsible for planning, installation and documentation o Demonstrable experience of sound professional communication skills, written, over the phone and face to face o A minimum of 1 formal IT qualification (eg Microsoft product certification. (MCSA eg), Network certification. (CCNA eg) o Good working knowledge of major networking components, to include networking operating systems, basic configuration and maintenance, Switches, Router and Firewalls o Backup configuration and maintenance experience o Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software o Daily system checks to include Servers, backups and Firewalls o Excellent customer service skills and experience o Experience in troubleshooting Microsoft environments o Willingness to learn new skills in a fast-paced environment o Comfortable working within a team or on own initiative o Full UK driving licence Desirable o ITIL certification o Certification and/or excellent working knowledge of windows server 2003/2008/2012/2016 o Certification and/or extensive working knowledge of windows 7/8/10
18/06/2024
Full time
3rd Line Service Desk Engineer Location: Gloucester Salary: £42,000 The Role The 3rd Line Service Desk Engineer is 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. Duties and Responsibilities o Providing support to 1st, 2nd & 3rd line engineers acting as an escalation resolution point for our customers o Providing senior technical support to customers o Providing coaching on technical skills and processes to 2nd Line and 1st Line staff o Building and maintaining 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 o Meeting with customers to understand the organisation strategy and working with Technical Architect and/or Solutions Architect to create IT solutions that meet those needs o Maintaining 95% or above on our service desk SLA agreements o Maintaining the GBE Converge IT network, ensuring that any items of risk are highlighted or removed from the infrastructure o Answering 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 o Managing own ticket queue and workload, ensuring it is scheduled in an efficient manner and that time sheets are updated accurately and promptly o Completing scheduled small works as required and within the agreed customer timeframes o Providing coaching on technical skills and processes to 2nd Line and 1st Line staff, oversee product specific staff training and encourage team sharing of best practice o Providing pre-sales support to GBE Converge existing customers o Completing proactive maintenance for GBE Converge support customers o Supporting the Technology Management Team to ensure effective and efficient task allocation and scheduling o Ensuring all paperwork relating to finished work is completed and recorded in line with relevant timeframes o Assisting the Technology Management team with managing the support team and departmental responsibilities and covering for them as and when required No job description can be entirely comprehensive and the jobholder will be expected to adapt and carry out such other duties as may be required from time to time, on the understanding that they will be within the individual's remit and capability, and consistent with the status and responsibilities of the role within the business. Person Specification Essential o Experience of working in a Managed Service Provider or similar IT support environment covering a number of different technical areas o Experience with working on IT infrastructure projects where responsible for planning, installation and documentation o Demonstrable experience of sound professional communication skills, written, over the phone and face to face o A minimum of 1 formal IT qualification (eg Microsoft product certification. (MCSA eg), Network certification. (CCNA eg) o Good working knowledge of major networking components, to include networking operating systems, basic configuration and maintenance, Switches, Router and Firewalls o Backup configuration and maintenance experience o Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software o Daily system checks to include Servers, backups and Firewalls o Excellent customer service skills and experience o Experience in troubleshooting Microsoft environments o Willingness to learn new skills in a fast-paced environment o Comfortable working within a team or on own initiative o Full UK driving licence Desirable o ITIL certification o Certification and/or excellent working knowledge of windows server 2003/2008/2012/2016 o Certification and/or extensive working knowledge of windows 7/8/10
3rd Line IT Engineer Kettering (Hybrid) £45,000 - £50,000 VIQU are seeking a 3rd Line IT Engineer to join a thriving player in the Managed IT Services and Solutions industry. With a commitment to excellence, they empower their clients to focus on their growth and success by managing their needs efficiently and securely, earning them the trust and loyalty to their customers and partners. As a 3rd Line IT Engineer, you will deliver advanced technical assistance to clients, ensuring prompt resolution of incidents, service requests, and updates. Acting as a key escalation point for lower-tier support, you will maintain effective communication channels. Your responsibilities will include accurate documentation management, providing guidance to team members, collaborating on technical designs and implementations, and offering on-site support when necessary. Committed to exceeding performance targets, you will contribute to operational support and collaborate with various business units. You will also suggest continuous improvements and identify potential opportunities during client infrastructure assessments. Requirements of the 3rd Line IT Engineer: - Minimum 3 years in 3rd line technical support in an MSP environment. - Proficient in Windows Server, Active Directory, Exchange, and networking (DNS, DHCP, Switches, Routers). - Experience working with Azure and related services. - Expertise in Wintel environment and Windows desktop operating systems. - Good knowledge of VMware vSphere and Microsoft Hyper-V. - Ideally hold two or more industry-recognized certifications (eg, AZ-, MS-, CCA, VCP, CCNA, CCDA) - Proven experience in problem management and root cause analysis. To discuss this opportunity further, APPLY NOW for a confidential conversation with your VIQU Consultant. For additional information, contact Katie Dark at (see below) . If you refer someone ideal for this role, VIQU offers an introduction fee up to £1,000 once your referral starts work with our client (terms apply). 3rd Line Engineer Kettering (Hybrid) £45,000 - £50,000
17/06/2024
Full time
3rd Line IT Engineer Kettering (Hybrid) £45,000 - £50,000 VIQU are seeking a 3rd Line IT Engineer to join a thriving player in the Managed IT Services and Solutions industry. With a commitment to excellence, they empower their clients to focus on their growth and success by managing their needs efficiently and securely, earning them the trust and loyalty to their customers and partners. As a 3rd Line IT Engineer, you will deliver advanced technical assistance to clients, ensuring prompt resolution of incidents, service requests, and updates. Acting as a key escalation point for lower-tier support, you will maintain effective communication channels. Your responsibilities will include accurate documentation management, providing guidance to team members, collaborating on technical designs and implementations, and offering on-site support when necessary. Committed to exceeding performance targets, you will contribute to operational support and collaborate with various business units. You will also suggest continuous improvements and identify potential opportunities during client infrastructure assessments. Requirements of the 3rd Line IT Engineer: - Minimum 3 years in 3rd line technical support in an MSP environment. - Proficient in Windows Server, Active Directory, Exchange, and networking (DNS, DHCP, Switches, Routers). - Experience working with Azure and related services. - Expertise in Wintel environment and Windows desktop operating systems. - Good knowledge of VMware vSphere and Microsoft Hyper-V. - Ideally hold two or more industry-recognized certifications (eg, AZ-, MS-, CCA, VCP, CCNA, CCDA) - Proven experience in problem management and root cause analysis. To discuss this opportunity further, APPLY NOW for a confidential conversation with your VIQU Consultant. For additional information, contact Katie Dark at (see below) . If you refer someone ideal for this role, VIQU offers an introduction fee up to £1,000 once your referral starts work with our client (terms apply). 3rd Line Engineer Kettering (Hybrid) £45,000 - £50,000
Prestigious opportunity within a pioneering Technology team for an EUC Engineer. Due to a period of significant growth and investment in both our Network and Cloud infrastructure, we are seeking to expand our team to continue our Digital transformation. This is a hybrid role 2-3 days a week on site. As one of our EUC Engineers you will be responsible for:- Providing high level technical expertise in the development, support, and maintenance of multi-platform EUC environments. Supporting projects which develop new IT services, including new services. Taking a role in the research, evaluation, development, and deployment of new and emerging technologies relevant to EUC systems and services. Formulating processes to ensure that the broad EUC platform is reliable, resilient and is capable of rapid recovery in the event of planned or unplanned circumstances disrupting normal operations. Proactively set and maintain best practice and development standards and provide advice to colleagues. Assisting the team lead with capacity planning to ensure timely project delivery. Engaging with potential and existing suppliers of EUC and platform infrastructure, providing technical evaluation and input to procurement processes, ensuring the best value. Understanding and implementing IT security into all aspects of EUC planning and delivery. If you possess a combination of some of the following skills, then LETS TALK! Experience delivering a range of tasks and projects Broad knowledge and experience of enterprise level IT systems. Windows operating systems and enterprise management. Managing/administration SCCM, JAMF in an enterprise environment. Managing Office 365 technologies and deploying into platform. Experience of Intune deployment and management Experience of deployment and management of endpoint security platforms. Experience of Active Directory, Azure AD and Group Policy management. Technical desktop support background, up to and including 3rd line. A clear understanding and drive to meet security and compliance standards and a 'secure by default' ethos. In return you will be rewarded with 25 days holiday (in addition to Bank Holidays and Christmas shutdown), 20% Employer contribution to pension and life insurance. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.
17/06/2024
Full time
Prestigious opportunity within a pioneering Technology team for an EUC Engineer. Due to a period of significant growth and investment in both our Network and Cloud infrastructure, we are seeking to expand our team to continue our Digital transformation. This is a hybrid role 2-3 days a week on site. As one of our EUC Engineers you will be responsible for:- Providing high level technical expertise in the development, support, and maintenance of multi-platform EUC environments. Supporting projects which develop new IT services, including new services. Taking a role in the research, evaluation, development, and deployment of new and emerging technologies relevant to EUC systems and services. Formulating processes to ensure that the broad EUC platform is reliable, resilient and is capable of rapid recovery in the event of planned or unplanned circumstances disrupting normal operations. Proactively set and maintain best practice and development standards and provide advice to colleagues. Assisting the team lead with capacity planning to ensure timely project delivery. Engaging with potential and existing suppliers of EUC and platform infrastructure, providing technical evaluation and input to procurement processes, ensuring the best value. Understanding and implementing IT security into all aspects of EUC planning and delivery. If you possess a combination of some of the following skills, then LETS TALK! Experience delivering a range of tasks and projects Broad knowledge and experience of enterprise level IT systems. Windows operating systems and enterprise management. Managing/administration SCCM, JAMF in an enterprise environment. Managing Office 365 technologies and deploying into platform. Experience of Intune deployment and management Experience of deployment and management of endpoint security platforms. Experience of Active Directory, Azure AD and Group Policy management. Technical desktop support background, up to and including 3rd line. A clear understanding and drive to meet security and compliance standards and a 'secure by default' ethos. In return you will be rewarded with 25 days holiday (in addition to Bank Holidays and Christmas shutdown), 20% Employer contribution to pension and life insurance. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.
Are you an experienced IT professional ready to take your career to the next level? Join our dynamic team as a 3rd Line Service Desk Engineer and become a key player in delivering top-notch IT support! Location: Gloucester Salary: Up to £42,000 per annum DOE Type: Permanent, Full-Time (37.5 hours per week) The Role: As a 3rd Line Service Desk Engineer, you will provide technical support to both remote and onsite customers with managed service contracts. You will also support 1st and 2nd line service desk engineers. Your role will include consulting on infrastructure problems, providing networking solutions, and maintaining strong customer relationships while delivering high-quality service. You will proactively troubleshoot, respond to, and resolve end-user issues. Duties and Responsibilities: Act as an escalation resolution point for our customers, providing support to 1st, 2nd, and 3rd line engineers. Deliver senior technical support to customers. Coach 2nd Line and 1st Line staff on technical skills and processes. Lead 3rd line infrastructure projects, ensuring completion within timeframes and budgets. Collaborate with Project Managers, Technical Architects, and Solutions Architects to create IT solutions that meet customer needs. Maintain a service desk SLA agreement of 95% or above. Manage and maintain the IT network, identifying and addressing any risks. Handle incoming calls, tickets, and emails, ensuring all tickets are logged and resolved efficiently. Manage own ticket queue and workload, updating timesheets accurately. Perform scheduled small works within agreed customer timeframes. Provide pre-sales support to existing customers. Complete proactive maintenance for support customers. Support the Technology Management Team with task allocation and scheduling. Complete and record paperwork related to finished work promptly. Person Specification: Essential: Experience in a Managed Service Provider or similar IT support environment covering various technical areas. Experience in IT infrastructure projects, including planning, installation, and documentation. Excellent professional communication skills (written, phone, face-to-face). Minimum of one formal IT qualification (eg, Microsoft product certification, Network certification). Good working knowledge of networking components, operating systems, basic configuration and maintenance, Switches, Routers, and Firewalls. Experience with backup configuration and maintenance. Hands-on knowledge of IT hardware and software installation, modification, maintenance, and repair. Experience in troubleshooting Microsoft environments. Excellent customer service skills and experience. Willingness to learn new skills in a fast-paced environment. Ability to work within a team or independently. Full UK driving license. Desirable: ITIL certification. Certification and/or excellent working knowledge of Windows Server (2003/2008/2012/2016). Certification and/or extensive working knowledge of Windows (7/8/10). Working Conditions: Office-based in Gloucester. Ability to lift and move typical IT equipment regularly. Long periods of working in front of a VDU with regular breaks. Occasional long journeys for customer support or training, with possible overnight stays. Availability for an on-call rota to support customers outside regular hours, including evenings, weekends, and bank holidays.
17/06/2024
Full time
Are you an experienced IT professional ready to take your career to the next level? Join our dynamic team as a 3rd Line Service Desk Engineer and become a key player in delivering top-notch IT support! Location: Gloucester Salary: Up to £42,000 per annum DOE Type: Permanent, Full-Time (37.5 hours per week) The Role: As a 3rd Line Service Desk Engineer, you will provide technical support to both remote and onsite customers with managed service contracts. You will also support 1st and 2nd line service desk engineers. Your role will include consulting on infrastructure problems, providing networking solutions, and maintaining strong customer relationships while delivering high-quality service. You will proactively troubleshoot, respond to, and resolve end-user issues. Duties and Responsibilities: Act as an escalation resolution point for our customers, providing support to 1st, 2nd, and 3rd line engineers. Deliver senior technical support to customers. Coach 2nd Line and 1st Line staff on technical skills and processes. Lead 3rd line infrastructure projects, ensuring completion within timeframes and budgets. Collaborate with Project Managers, Technical Architects, and Solutions Architects to create IT solutions that meet customer needs. Maintain a service desk SLA agreement of 95% or above. Manage and maintain the IT network, identifying and addressing any risks. Handle incoming calls, tickets, and emails, ensuring all tickets are logged and resolved efficiently. Manage own ticket queue and workload, updating timesheets accurately. Perform scheduled small works within agreed customer timeframes. Provide pre-sales support to existing customers. Complete proactive maintenance for support customers. Support the Technology Management Team with task allocation and scheduling. Complete and record paperwork related to finished work promptly. Person Specification: Essential: Experience in a Managed Service Provider or similar IT support environment covering various technical areas. Experience in IT infrastructure projects, including planning, installation, and documentation. Excellent professional communication skills (written, phone, face-to-face). Minimum of one formal IT qualification (eg, Microsoft product certification, Network certification). Good working knowledge of networking components, operating systems, basic configuration and maintenance, Switches, Routers, and Firewalls. Experience with backup configuration and maintenance. Hands-on knowledge of IT hardware and software installation, modification, maintenance, and repair. Experience in troubleshooting Microsoft environments. Excellent customer service skills and experience. Willingness to learn new skills in a fast-paced environment. Ability to work within a team or independently. Full UK driving license. Desirable: ITIL certification. Certification and/or excellent working knowledge of Windows Server (2003/2008/2012/2016). Certification and/or extensive working knowledge of Windows (7/8/10). Working Conditions: Office-based in Gloucester. Ability to lift and move typical IT equipment regularly. Long periods of working in front of a VDU with regular breaks. Occasional long journeys for customer support or training, with possible overnight stays. Availability for an on-call rota to support customers outside regular hours, including evenings, weekends, and bank holidays.
Technical Analyst - Citrix/Azure Cloud Engineer My client, a specialist Investment Management company are currently recruiting for a Technical Analyst to join their team on a Permanent basis. This is a great opportunity for an experienced Citrix specialist to further develop their skills in automation of infrastructure deployment in a professional regulated financial services environment This opportunity is based in Birmingham(requiring 2-3 days onsite) and is paying up to £68k per annum Key Skills Specialist in Citrix Environment with experience of XenApp, XenDesktop and Citrix Cloud Commercial experience using Terraform Strong 3rd line support experience in Azure Cloud The processing and use by us of your personal data is in accordance with our Privacy Notice which can be found on our website William Alexander Diversity & Inclusion Policy, actively promotes the principles of equality, diversity and inclusion in all its dealings with employees, workers, job applicants, clients, customers, suppliers, contractors and the public. We fully feel an inclusive work culture where people of different backgrounds are valued equally will ensure better outcomes for us all and we approach recruitment for our clients with the same perspective and qualities. Technical Analyst - Citrix/Azure Cloud Engineer
13/06/2024
Full time
Technical Analyst - Citrix/Azure Cloud Engineer My client, a specialist Investment Management company are currently recruiting for a Technical Analyst to join their team on a Permanent basis. This is a great opportunity for an experienced Citrix specialist to further develop their skills in automation of infrastructure deployment in a professional regulated financial services environment This opportunity is based in Birmingham(requiring 2-3 days onsite) and is paying up to £68k per annum Key Skills Specialist in Citrix Environment with experience of XenApp, XenDesktop and Citrix Cloud Commercial experience using Terraform Strong 3rd line support experience in Azure Cloud The processing and use by us of your personal data is in accordance with our Privacy Notice which can be found on our website William Alexander Diversity & Inclusion Policy, actively promotes the principles of equality, diversity and inclusion in all its dealings with employees, workers, job applicants, clients, customers, suppliers, contractors and the public. We fully feel an inclusive work culture where people of different backgrounds are valued equally will ensure better outcomes for us all and we approach recruitment for our clients with the same perspective and qualities. Technical Analyst - Citrix/Azure Cloud Engineer