3rd Line Engineer

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3rd Line engineer / tECH TEAM LEADNewcastle- 38k JOB SUMMARYThe primary purpose of this role is to provide a point of escalation and act as a source of technical expertise to my client's Cloud Service Desk. The role will be focused on the technical resolution of tickets, building technical procedures to improve overall service efficiency, working closely with their 'Service and Operations Manager'.

RESPONSIBILITIES Providing guidance to service desk staff on ticket resolution.Ensuring technical processes and procedures are adhered to in ticket resolution.Escalation for 2nd line Technical Engineers.Resolving 3rd line tickets.Performing service desk duties when required.Contributing to a technical knowledge base.Providing feedback to the 'Service and Operations Manager' on all technical aspects of service desk.Escalation to Infrastructure Manager when required.Escalation to Security and Network Manager for any critical or security incidents.Providing support to implementations team when required. REQUIREMENTS

Technology Familiarity:

MS Windows Server: Active Directory, DNS, DHCP, Group Policy & Certificate Services.Storage: File Servers, Shares, NTFS Permissions.Citrix: Virtual Desktop and Apps, XenApp/Desktop, Netscaler.MS SQL Server: DB Troubleshooting, Backup and Restore.VMWare: ESX 6.7 Hosts, iSCSI Storage connectivity, Virtual Machines.MS Office 365 Admin: Exchange Admin, AAD, SharePoint AdminBackup and Restore: Veeam, Zerto, Volume Shadow Copies Knowledge, Skills and Experience:

Years of experience working in an IT environment.Years of experience in a support/technical escalation role.Mentoring junior members of the team and facilitating their technical development.Strong communication skills.Self-motivation and organisation skills. Benefits include:Unlimited annual leaveA competitive salaryCompany pensionFlexible working approach