3rd Line Service Desk Engineer

We are looking for someone who enjoys resolving complex incidents and providing excellent customer service to join our growing team as a 3rd Line Service Desk Engineer at our Poole office. This is the perfect opportunity for a talented individual to join one of the UK's fastest growing MSPs, working on the latest, cutting-edge technologies.

Role summary:

The 3rd Line Service Desk Engineer will be responsible for providing technical support for GCI's Managed Service customers with the aim of fixing all incidents passed to them from 1st and 2nd line. To be successful in this role, you will need a strong working knowledge of IT to be able to ensure that a first response target of 98% is achieved. 

You will also be required to perform a variety of proactive tasks which will help maximise customers' up-time, peform root-cause analysis and prevent reoccuring issues. This may include resolving more complex monitoring alerts, deploying the latest security updates, system maintenance and upgrading customer systems.

Key responsibilities:

  • Deal with incoming incidents in a professional, courteous manner over the phone and via e-mail
  • Take ownership of incidents and manage them in a logical and methodical manner, taking responsibility for the end-to-end management of incidents in your queue and proactively keeping the customer informed of progress
  • Accurately log incidents by categorising and prioritising them in line with service operations procedures
  • Conduct full and thorough diagnostics with end-users to enable first point of contact fault resolution
  • Monitor the status and progress using the provided incident logging system for assigned incidents and workflow tasks

We are looking for someone who:

  • Has a natural aptitude for troubleshooting and problem-solving
  • Embraces continual change and process improvement
  • Can express ideas and information clearly and concisely
  • Plans and manages own workflow on a daily basis to ensure the achievement of KPIs
  • Demonstrates a passion for customers and delivering service excellence
  • Proactively keeps up to date with technologies supported by GCI
  • Has a strong working knowledge of at least 50% of the following:
    • Firewalls
    • Network routing and switching
    • Wireless Networking
    • Server hardware
    • Virtualisation technologies: VMware, vSphere, Zerto
    • MS Windows Server Hyper-V
    • Azure
    • AWS
    • Storage: SAN, NAS
    • Active Directory
    • Exchange and O365 Exchange
    • SQL
    • Lync and Skype for Business
    • SharePoint admin
    • Anti-Virus technologies: Kapersky, Trend
    • Citrix: XenApp, XenDesktop, XenMobile, Netscaler
    • SCCM
    • Backup technologies: Veeam, Symantec