IT 3rd Line Support Engineer

at  Luton Borough Council

ABOUT THE JOB

The IT Department at London Luton Airport provide support for all electronic communications systems at the site, as well as taking a leading role in delivering technology change / improvement projects and managing external support agreements.
A 3rd Line Support Technician is required primarily to handle all escalated calls from the Service Desk and provide support to investigate complex IT incidents and faults. You will be the first point of contact for the 1st/2nd line support team handling fault reports and requesting IT support from end users. In addition, you will liaise with all members of the IT team to ensure that tasks that cannot be personally completed are escalated to the appropriate internal / external party, with a view to ensuring the swift resolution of faults.
You will also support IT subject matter experts & IT project teams to implement changes and improvements and may occasionally be involved in IT projects.
This is an ideal opportunity for anyone seeking to further their career and gain experience in a dynamic environment with other like-minded professionals.

MAIN DUTIES WILL INVOLVE THE FOLLOWING:

• Ownership, investigation, and resolution of escalated IT support calls against agreed SLAs.
• Investigate recurring problems (Problem Management) and work to identify and resolve root causes.
• Monitor and maintain system availability, performance, and security.
• Manage accurate asset records.
• Support IT project delivery with the installation, configuration and commissioning of end user devices, servers, and other infrastructure devices.
• Work with internal / external experts to plan changes & improvements.
• Deliver exceptional customer care and set standards for the team.
• Assist colleagues with IT support tasks and escalations.
• Conduct customer training.
• Develop and provide technical coaching and mentoring to members within the support team.
• Create, maintain, and update procedures and training documentation for the IT team.
• Member of the support on-call rota.
• Self-motivated in personal growth, knowledge & gain formal qualifications

KEY REQUIREMENTS FOR THE ROLE

• A least 2 years’ experience in a previous 1st / 2nd line support role in an enterprise environment.
• Advanced level of troubleshooting and fault-finding ability across a wide range of systems, infrastructure, and architecture, including but not limited to Microsoft Active Directory, Windows Desktop & Server OS (Operating Systems), DNS & DHCP, Office 365 and VMware.
• Networking TCP/IP troubleshooting skills.
• Excellent problem-solving skills, taking the initiative to investigate and absorb unfamiliar subject matter to ensure successful outcomes.
• Excellent team working ethic, communicating with colleagues in a clear and professional manner, whilst maintaining a customer-service based approach.
• The ability to work alone using own initiative and manage support calls to a high standard.
• Experience maintaining IT Service Management best practices, ideally ITIL processes.
• Experience growing and mentoring team members.
• Patience, resourcefulness, and a desire to help.
• Excellent communication skills (verbal and written).
• Excellent documentation skill and experience in creating and maintaining Knowledge Base (Knowledge Management)
• Ability to monitor deadlines and KPIs.
• Well organized, adaptable, and able to balance priorities.
• All relevant permits to work in the UK and security clearances (up to or over CTC).