2nd / 3rd Line Support Engineer

  • Our client is currently recruiting for people to work in the Defence and Aerospace domains. Our client offers a range of independent and unbiased advice in engineering, technical and strategic advisory services to a wide breadth of markets and clients
Ref: ZR_6439_JOB - Surrey  ·  Posted on 13 September 2021


This role would suit an individual who has experience within a 2nd/3rd line support environment and has proven experience troubleshooting cloud and server/storage related issues within a large organization. The successful candidate will be dynamic, analytical and is able to come up with smart solutions within budget constraints.

Key responsibilities
  • Provide first line telephone based technical support users
  • Own, investigate, analyse, troubleshoot, and resolve incidents
  • Ensure knowledge and skills are transferred to increase first line fix rate and reduce cost to the clients business – for example, manage and resolve issues logged online
  • Ensure technical documentation and knowledgebase articles are produced where appropriate
  • Engage with continual service improvement initiatives
  • Support project delivery where required
Skills & experience
  • Customer handling and management skills
  • Enthusiasm to deliver great services
  • Good written and spoken language skills
  • Experience of working in large enterprise environments
  • Experience of working in a fast-paced service desk environment
  • Understanding of IT best practice frameworks
  • Experience of Microsoft environments
Additional benefits
  • Pension Plan
  • Life Assurance – Life assurance will be 4 x salary for new starters, whether or not they are in a pension scheme
  • Holidays – Basic entitlement 25 days with option to buy an additional 15 days or to sell 5 days
  • Income Protection – All annual salaried UK employees who are aged between 16 to state pension age except casual employees who are hourly paid
  • Professional Fees – Annual subscription reimbursed for membership of a professional body relevant to your role with the client
  • Season Ticket Loan – All UK employees are eligible on successful completion of their probationary period
Apply for role
2nd Line Support 3rd Line Support Defence IT (Information Technology)

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