3rd Line Support Engineer

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3rd Line Support Engineer - Infrastructure, Network, SCCM

City of London

£30,000 - £34,000 + perm benefits

Spring Technology is currently working in partnership with a leading institute to recruit a 3rd Line Support Engineer based in the City of London.

As the 3rd Line Support Engineer you'll undertake a range of specialist technical tasks relating to the design, build, testing, deployment, support, maintenance and provision of documentation of PC images, software packages and system management tools used across the organisation. Provide advanced levels of technical support to users their workplace locations in order to resolve medium/high priority incidents and problems.

The Responsibilities:

*Provide a helpful, responsive and courteous service to all staff and stakeholders and to work in co-operation with all sections of IT in delivering excellent customer service.

*Record incidents and service requests related to the Desktop Infrastructure appropriately with relevant, clear and accurate diagnostic information and resolve/complete in accordance with agreed service targets.

*Record changes to Desktop Infrastructure in accordance with the IT Change Management policy, process and guidelines.

*Undertake a range of specialist technical tasks relating to the design, build, packaging, testing, deployment, support, maintenance and provision of documentation of PC images, software and system management tools used across the organisation.

*Provide advanced levels of technical support to users at their workplace in order to resolve medium/high priority incidents and problems.

*To work in collaboration with colleagues from IT and other departments to carry out the Desktop Infrastructure reviews, assessments and evaluations.

*To contribute to technical and service support documentation, including processes, procedures, installation/support manuals, user guides and FAQs.

*Contribute to the development of the necessary procedures and standards required to effectively support IT initiatives and improvements.

*Ensure that virus protection software is installed on all relevant Desktop Infrastructure components and that this is operational and effective.

*Maintain accurate, asset inventory information of the IT assets and ensure the recording of the data in the IT Configuration Management Database.

The Requirements:

*Educated to degree level or equivalent relevant certification

*Knowledge of ITIL V2V3 basics, ITIL Foundation certificate preferred.

*Experience of providing customer-focused and effective IT support services covering a range of IT assets, including hardware/software installation, support, configuration, patching, upgrades and maintenance.

*Good knowledge and experience of the following technologies: Windows Desktop/Server Operating Systems, Active Directory, Apple Mac/OSX, Networking (e.g. LANs, WANs, Firewalls and DNS principles).

*Good knowledge and experience of Windows operating system build, testing deployment and maintenance, scripting languages and GPOs.

*Good knowledge and experience of application packaging and deployment using automation tools (e.g. SCCM, Jamf, AppsAnywhere)

*A commitment to customer service, together with a proven aptitude for delivering and maintaining service improvements.

*Good analytical and troubleshooting skills.

*Good decision-making skills

*Good communication skills and the ability to communicate with a diverse range of both internal and external stakeholders both verbally and in writing.

Sound interesting? Apply now for my immediate consideration!

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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