3rd Line Engineer - OOH at Content+Cloud

Description
The key deliverables of our 3rd Line Engineers can be summarised as providing unparalleled service excellence to our base of over 400 clients and 13,000 end users across the UK.

Requirements

• Delivery of high-quality remote support on a range of technical incidents and problems across the Content + Cloud client base
• Responding appropriately to, and effectively resolving, customer incidents, queries or complaints.
• Take ownership of incidents assigned to you and manage them through to resolution.
• Troubleshooting and maintaining a wide range of systems:
• Preferred: Citrix, Microsoft Azure, Azure Virtual desktop (AVD), HP and Dell servers, Microsoft Windows Server OS, Microsoft Windows desktop OS, workstation hardware, Microsoft Office365, and Hyper-V / VMWare virtualization. 
• Nice to have : Fortigate and Cisco, Linux and Apple server, Mimecast
• Ensuring SLA’s are met; time to respond, time to resolve and first-time-fix.
• Server rebuilds
• Application troubleshooting
• Mentoring and guiding second line team members on complex tickets\

Key requirements:

• Minimum 5 years’ technology industry experience 
• Previous experience of working in a night shift environment
• Available and medically fit to work night shift 
• Excellent written and verbal communication and interpersonal skills 
• Comfortable to work with minimal supervision and with team members that are located remotely
• Advance troubleshooting skills (e.g. AD; servers; workstations; databases; networking)
• Ability to know where to find information if unable to resolve immediately (i.e. technical sites; forums, vendors; etc.)
• Experience supporting Microsoft software (Office, Exchange, Active Directory, Server etc.) 
• Formal IT qualification, ideally MCSE/MCITP or multiple MCPs is advantageous but not essential!
• Understanding of ITIL processes and guidelines