3rd Line Support Engineer

Salary: £35,000 to £45,000 - depending on experience + excellent benefits and career development opportunities

As a member of the IT Service Team, the Specialist provides subject matter expertise in their defined areas of specialism, these relate to:

•    Systems – Operational Architecture for the core compute environment

•    Networking – local, wide and wireless networking, IP telephony

•    Client Device – desktop, BYOD, mobile device and mobile device management

•    Database management and administration

The Specialist is required to create, own and manage all documentation relating to their area of subject matter expertise ensuring that the environment is appropriately documented to standards agreed by the IT Business Manager and IT Service Manager.

Additional responsibilities include:

•    Assisting the up-skilling Service Desk Analysts to accept controlled responsibility for commodity activities.

•    Contributing to and adhere to all documented process (the Specialist will be trained to ITIL Foundation Level)

Whilst the Service Desk provides the point of ingress, communication and ownership of any incident or request to resolution regardless of resolver where an Incident or Request is escalated to the higher technical authority, it is the Specialists responsibility to maintain communication with the user and the Service Desk (via updates to the ITSMS) whilst managing the incident/request to resolution.

Essential skills (there is some flexibility here so apply if you have SOME of these requirements)

•    Office 365 Administration

•    Microsoft Exchange

•    Symantec Antivirus

•    Symantec Backup Exec

•    Symantec Web Filtering

•    Citrix Receiver

•    SNOW

•    Mimecast

 Desirable skill/knowledge:

•    CCH Administration/Knowledge

•    CaseWare Administration/Knowledge

•    SQL 2005 - 2016

•    SharePoint

•    Unity Phone Software

•    Cherwell ITSM

•    ITIL V3 Foundation

Interpersonal Skills

•    Good communicator; able to convey information to non-technical users and/or IT staff via telephone, face to face and in written communications

•    Customer and business focused

•    Able to liaise with users, asking appropriate questions to understand the nature of the problem and provide appropriate solutions

•    Good team member

•    Problem solver

•    Experience of working in a Professional services environment.



Job Title: 3rd Line Support Engineer

Location: Milton Keynes

Salary: £35,000 to £45,000 - depending on experience + excellent benefits and career development opportunities

Job Type: Permanent

Job Reference: PH9532



Wilde Associates is working in the capacity of an Employment Agency in respect of this role