Accountability

As a 3^rd line Engineer, you will hold a key role within the Technical Delivery function. A fast paced, exciting, and growing company (45% year-on-year for the past 3 years). We need you to help with all ownership around ticket and major escalations.

You will act as an escalation point for anything ticket related. You will be part of a team responsible for assisting other teams and Client engagement managers when they need support on an escalation. Overseeing major incidents, problem investigations and root cause analysis.

Objective of the Technical Delivery Team

To deliver outstanding service to our clients. This is achieved by caring, by owning the issues and taking responsibility for resolution. We are engaged, we care, and we go above and beyond to serve our clients.

Objective of this role

To support customer environments ensuring they remain stable. Ownership of tickets. Supporting other teams with resolutions of tickets. Ensuring all major incidents are handled in a timely and effective manner. Creating documentation to support other resolving teams such as 2^nd line resulting in knowledge being passed back the other way.

Responsibilities

In addition to the requirements described above there are some very specific responsibilities that come with the role:

• Be a point of escalation for technical support tickets.
• Provide 3rd line technical support to both other resolving technical teams and to our clients.
• Create documentation for our knowledgebase system
• Oversee major incidents.
• Root cause analysis
• Problem investigations

Skills Required

• Strong knowledge of both Office 365 and Azure
• Strong knowledge of Remote Desktop Servers
• Strong Knowledge of Windows Server
• Knowledge of Modern Desktop
• Knowledge of Networking (inclusive of Firewalls, Switches, AP’s etc)
• Knowledge of Hyper V/VMware

Location: Milton Keynes, Milton Keynes MK9

Job Type: Full-time

Salary: £35,000.00-£45,000.00 per year dependent on experience