Salary£30000 - £35000 per annum
I am currently supporting a fantastic Tech business based in St Ives who are looking to grow their existing team due to continued success. We're looking for an expereinced 3rd Line Engineer to join the team and act as a senior point of escallation from the Service Desk bridging the gap between the Service Desk and Infrastructure Engineers. The role is currently 100% remote however long term we are looking for someone who will be able to get into the office 1/2 days per week as a minimum. This is a great opportunity with strong progression and development routes in a friendly and motivated team who are constantly looking for innovative ways to be most effective and keep up to date with the latest technologies. 

Key Tasks: 

  • Demonstrate excellent customer service at all times.
  • Guide and support 1st and 2nd Line Service Desk Analysts, mentoring to enhance skills and abilities.
  • Investigate, diagnose, and resolve technical 3rd line incidents and service requests, escalating appropriately to Infrastructure Engineers where necessary.
  • Work with wider support team to ensure any recurring technical issues are addressed.
  • Continuously improve knowledge and understanding across the various software and hardware technologies supported and implemented by the business.
  • Liaise with 3rd party support for ticket resolution as appropriate.
  • Assist 1st and 2nd Line Service Desk Analysts in times of need, or during busy periods.
  • Manage expectations when dealing with complex queries.
  • Provide accurate and consistent communication.
  • Proactive member of the team, researching new, existing, and developing IT technologies for innovation, guidance, and best practice.

Essential Experience: 

  • Expert knowledge of mobile phone devices, both apple and android, and hardware such as printers and Bluetooth peripherals.
  • Previous experience in supporting and implementing hardware and software.
  • Advanced knowledge of VoIP telephony.
  • Previous experience in implementing various Firewall technologies
  • Experience in supporting and diagnosing LAN, WAN and VLAN typologies.
  • Ability to use, support and implement MS office applications.
  • Working knowledge and experience of Windows Server, Windows Desktop, Microsoft Exchange, Hyper-V, Remote Desktop Services and Active Directory & Windows Operating Systems.
  • A strong understanding of IT Networking principals such as DNS, DHCP, TCP/IP, WAN, LAN, WLAN, VLAN and Wi-Fi typologies.
  • Excellent verbal, written and listening skills.
  • Willingness to adapt to ever changing environment.

For further information please contact Jenny Saban in our Cambridge office 
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Jenny Saban

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