3rd Line Service Desk Engineer

at  Mitie

Job title: 3rd Line Service Desk Engineer
Based from: Gloucester
Reports to: 3rd Line Service Desk Team Leader
Salary: Up to £42,000 per annum

THE ROLE

The 3rd Line Service Desk Engineer is responsible for providing all levels of technical support to remote and onsite customers with a managed service contract and to support 1st and 2nd line service desk engineers. The role is responsible for achieving and maintaining good working relationships with customers and providing a high level of customer service for all support queries whilst adhering to all service management principles. The role will consult on infrastructure problems and provide suitable networking solutions, take ownership of user problems and will work proactively to troubleshoot, respond and resolve end-user issues.

DUTIES AND RESPONSIBILITIES

• Providing support to 1st, 2nd & 3rd line engineers acting as an escalation resolution point for our customers
• Providing senior technical support to customers
• Providing coaching on technical skills and processes to 2nd Line and 1st Line staff
• Building and maintaining good working relationships with Project Managers in order to lead on 3rd line infrastructure projects, ensuring projects are completed in line with timeframes and costings
• Meeting with customers to understand the organisation strategy and working with Technical Architect and/or Solutions Architect to create IT solutions that meet those needs
• Maintaining 95% or above on our service desk SLA agreements
• Maintaining the GBE Converge IT network, ensuring that any items of risk are highlighted or removed from the infrastructure
• Answering incoming telephone calls, tickets and emails ensuring all tickets are logged effectively and with adequate information to ensure that support requests can be resolved efficiently and that ticket closures are achieved in line with daily targets
• Managing own ticket queue and workload, ensuring it is scheduled in an efficient manner and that time sheets are updated accurately and promptly
• Completing scheduled small works as required and within the agreed customer timeframes
• Providing coaching on technical skills and processes to 2nd Line and 1st Line staff, oversee product specific staff training and encourage team sharing of best practice
• Providing pre-sales support to GBE Converge existing customers
• Completing proactive maintenance for GBE Converge support customers
• Supporting the Technology Management Team to ensure effective and efficient task allocation and scheduling
• Ensuring all paperwork relating to finished work is completed and recorded in line with relevant timeframes
• Assisting the Technology Management team with managing the support team and departmental responsibilities and covering for them as and when required
  No job description can be entirely comprehensive and the jobholder will be expected to adapt and carry out such other duties as may be required from time to time, on the understanding that they will be within the individual’s remit and capability, and consistent with the status and responsibilities of the role within the business.