3rd Line Support Engineer

JOB TYPE: PERMANENT

JOB ID: 41689

SALARY TYPE: ANNUAL

SALARY RANGE: From GBP £40,000.00 to GBP £40,000.00

Vacancies: 1

ADDED DATE: 14-10-2024

JOB DESCRIPTION:

IT 3^rd Line Support Engineer

Onsite 4 days per week with one day WFH

Salary up to £40,000 per annum  

 

Role Overview:

Lucid connect have partnered with a large aviation company to assist growth within their IT department. The IT team provides support for all electronic communications systems on-site, as well as taking a leading role in delivering technology change & improvement projects and managing support of operational and corporate IT systems.

 

Effective and efficient IT support services are critical for the business to operate at all levels. This role sits within a small team of IT support staff who monitor, maintain, and support all IT systems and users, both on site and working remotely.

 

A 3rd Line Support Technician is required primarily to handle all escalated calls from the Service Desk and provide support to investigate complex IT incidents and faults. You will be the first point of contact for the 1st/2nd line support team handling fault reports and requesting IT support from end users. In addition, you will liaise with all members of the IT team to ensure that tasks that cannot be personally completed are escalated to the appropriate internal / external party, with a view to ensuring the swift resolution of faults.

 

You will also support IT subject matter experts & IT project teams to implement changes and improvements and may occasionally be involved in IT projects.

 

This is an ideal opportunity for anyone seeking to further their career and gain experience in a dynamic environment with other like-minded professionals.

 

Main Duties:

• Ownership, investigation, and resolution of escalated IT support calls against agreed SLAs.
• Investigate recurring problems (Problem Management) and work to identify and resolve root causes.
• Monitor and maintain system availability, performance, and security.
• Manage accurate asset records.
• Support IT project delivery with the installation, configuration and commissioning of end user devices, servers, and other infrastructure devices.
• Work with internal / external experts to plan changes & improvements.
• Deliver exceptional customer care and set standards for the team.
• Assist colleagues with IT support tasks and escalations.
• Conduct customer training.
• Develop and provide technical coaching and mentoring to members within the support team.
• Create, maintain, and update procedures and training documentation for the IT team.
• Member of the support on-call rota.
• Self-motivated in personal growth, knowledge & gain formal qualifications.

 

Key Requirements

Essential

• A least 2 years’ experience in a previous 1^st / 2^nd line support role in an enterprise environment.
• Advanced level of troubleshooting and fault-finding ability across a wide range of systems, infrastructure, and architecture, including but not limited to Microsoft Active Directory, Windows Desktop & Server OS (Operating Systems), DNS & DHCP, Office 365 and VMware.
• Networking TCP/IP troubleshooting skills.
• Excellent problem-solving skills, taking the initiative to investigate and absorb unfamiliar subject matter to ensure successful outcomes.
• Excellent team working ethic, communicating with colleagues in a clear and professional manner, whilst maintaining a customer-service based approach.
• The ability to work alone using own initiative and manage support calls to a high standard.
• Experience maintaining IT Service Management best practices, ideally ITIL processes.
• Experience growing and mentoring team members.
• Patience, resourcefulness, and a desire to help.
• Excellent communication skills (verbal and written).
• Excellent documentation skill and experience in creating and maintaining Knowledge Base (Knowledge Management)
• Ability to monitor deadlines and KPIs.
• Well organized, adaptable, and able to balance priorities.
• All relevant permits to work in the UK and security clearances (up to or over CTC).

 

Desirable

• ITIL (Information Technology Infrastructure Library) certified.
• IT Qualifications / Certifications such as CompTIA A+, Microsoft Certified Professional, ITIL, NVQ or BTEC in IT, CISCO or equivalent.
• Knowledge of scripting languages (e.g., PowerShell), and other automation approaches.

 

If you are available and interested in this opportunity, please apply for further information. Please note due to high volumes of applications we are unable to contact every application.

 

If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion.

 

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values ‘Honesty, Integrity and Pragmatism’. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics.

 

If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.