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Technical Support Engineer - 3rd Line

First Central ServicesManchester, England, United Kingdom

30+ days ago

Job type

Full-time

Job description

We currently have an exciting opportunity for a Technical Support Engineer - 3rd Line to join our Technology and Data Team in either our Haywards Heath, Manchester or Guernsey locations. Occasional working from the office required but we are flexible.

You’ll be responsible for providing exceptional, escalated support for a variety of products, services and platforms to all colleagues in relation to technology related incidents, service requests and project delivery. With a proactive mindset you'll have a keen interest in automation and a desire to better the way we work.

In addition, you will provide oversight, direction, and will act as an escalation point for the Technical Support Team, enabling, instigating and facilitating continual improvement initiatives. You’ll also be assisting with the implementation of new technology and proactively improving existing products to ensure the use of latest features and most efficient ways of working and helping to support up-skilling and development of the first and second line support teams, you will also contribute to technology projects and initiatives.

Core skills you’ll need to succeed in the role :

You have strong experience in providing technical support for Azure and Automation technologies.
Possess in-depth knowledge of Microsoft Azure AD, Intune, Conditional Access, Autopilot, and other related technologies.
Have experience with Microsoft Defender for Endpoint, Office 365 and other related technologies.
Are customer driven, always thinking of how to better improve or streamline the service we provide.
Possess solid technical support experience.
You will be an enthusiastic learner, with a desire to stay current on latest technologies.
You will embrace change and improved ways of working.

What’s Involved :

Proactively deliver and maintain the desktop, telephony, and application infrastructure so that it is supported, and failures minimised.

Engage in 3rd line level BAU support, troubleshooting and delivery of modern technologies.

Provide a technical escalation point for first and second line colleagues.

Proactively engage with users where required to troubleshoot and resolve incidents and requests.

Act as the team point of contact for problem identification and resolution.

Managing the life cycle of service requests and incidents.

Log, analyse, triage, and prioritise all IT Incidents, service requests, Problems and Changes received via all communication channels into the 3rd line team.

Engage in the support and delivery of technology projects.

Ensure all hardware images are maintained and deployed to a secure, high performing ‘gold’ standard within a hybrid environment of SCCM and Intune / AutoPilot.

Application packaging and deployment.

Proactively identify underlying problems, propose and implement resolutions.

Application maintenance and packaging including 3rd party application updates.

Application packaging and deployment via SCCM and / or Intune.

Ensure that the team documentation, processes, and procedures are kept up-to-date and followed.

Manage a mixed workload of projects and continuous improvement initiatives.

Maintain knowledge of information governance standards for Cyber Security, legal and regulatory compliance, and an understanding of its application in practice.

Troubleshoot and fix a variety of hardware issues.

Assist in the delivery of Projects / Change e.g. documentation, training, test scenarios, technical analysis.

Manage and support out of hours software upgrades / implementations and testing in conjunction with Business Change, Technology, and other stakeholders.

To always ensure compliance with company and other relevant standards / regulations.

Implement automation for repetitive tasks using PowerShell scripting, Power Automate or similar tools.

Perform regular security, maintenance, and hardware checks.

Support and engage in the design, installation and upgrade of desktop infrastructure.

Proactively identify and track risk and issues using the documented processes.

Responsible for ensuring procedures and documentation are created and updated when necessary.

On call support - In addition to normal working hours Monday-Friday, staff performing this role are expected to work out of hours for specific project tasks and support other teams within Technical services.

Provide 3rd line investigation and diagnosis of all incidents and service requests.

Verify resolution with users and resolve incidents with our ITSM tool within agreed SLA.

Escalate incidents at risk of breaching SLA to the Technology Support Lead.

Proactively support in the upskilling of 1st line and 2nd line support teams.

Skills and experience :

Knowledge and experience of Active Directory group policy – essential.

Minimum 3 years’ experience in a fast-paced, agile support role - essential

Experience of application packaging and deployment - essential

Experience with Intune, SCCM, Azure and Powershell - essential

Exceptional customer service and people skills - essential

Good time management and organisation skills – essential

Behaviours :

Extremely self-motivated and enthusiastic

A strong drive to learn new and changing technologies, processes, and procedures

An organised and pro-active approach

A genuine interest in technology

A flexible approach and positive attitude

Emphasis on attention to detail and accuracy

Willingness to adhere to high audit standards

Forthcoming with suggestions for change and improvements

Takes ownership & responsibility of issues

Strives to drive business improvements to contribute to the success of the business

Embrace, embed and incorporate the company values

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3Rd Line Support Engineer • Manchester, England, United Kingdom

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