IT 3RD LINE SUPPORT

Mj Quinn Integrated Services Ltd; Liverpool; On-site; GBP 10,000 - 40,000

Job description

Hours: Monday - Friday 9-5 (35 hrs)

Departmental Overview

The MJ Quinn Technology and Services Department supports circa 5000 people across our platforms, workforce, and locations. The Department has complete ownership of our Microsoft modern workplace solutions combined with Microsoft Dynamics.

Job Purpose / Primary Objective

The 3^rd Line IT Support role is a critical position within the IT department, serving as the highest level of technical support. The 3^rd Line IT Support professional must have extensive knowledge of IT systems, networks, and applications, as well as excellent problem-solving and analytical skills. This role involves working closely with various departments to ensure that systems are managed to meet the business needs and objectives.

Key Responsibilities

The key responsibilities of this role include but are not limited to the following tasks:

1. Technical Support: Providing expert-level support for complex technical issues, ensuring timely and effective resolution fully documented in the ITSM Solution.
2. Handling escalated incidents from 1st and 2nd line support, performing thorough diagnostics and root cause analysis.
3. Processing Post Incident Reviews where Users report that issues have not been resolved to a satisfactory level.
4. System Maintenance: Oversee the maintenance and optimization of IT systems and infrastructure ensuring peak performance and reliability.
5. Network Management: Manage and troubleshoot network infrastructure, including servers, switches, routers, and firewalls.
6. Security: Implement and maintain robust security measures to protect IT systems and data from threats and vulnerabilities.
7. Documentation: Creating and maintaining detailed documentation of system configurations, processes, procedures, and Knowledgebase Articles.
8. Provide guidance and training to junior support staff, adopting a culture of continuous learning and improvement.
9. Responsible for IT projects, including system upgrades, migrations, and deployments.

Relationships

To be effective in this role, the 3^rd Line Support role will need to:

1. Maintain and build good working relationships with internal and external stakeholders including colleagues, customers, suppliers, and management teams.
2. Work efficiently and effectively as part of a team.
3. Communicate effectively with all other departments.

Person Specification

To be successful in this role, the 3^rd Line Support role will need to have:

1. Strong analytical and troubleshooting abilities, with a methodical approach to resolving complex issues.
2. Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical stakeholders.
3. Ability to provide varying levels of documentation, such as Project Estimation, Network Schematics, and Quotations for Approvals.
4. Ability to work effectively in a team environment and collaborate with colleagues across departments.
5. Flexibility to adapt to changing technologies and a dynamic work environment.
6. A minimum of 5 years of experience in IT support, with at least 2 years in a 3rd line support role.
7. A strong understanding of business processes and how they can be supported and improved by technology.

Education Requirements

1. Relevant certifications such as CCNA, MCSE, CompTIA Security+, or ITIL are highly desirable.
2. Cloud Computing experience with platforms such as AWS, Azure, or Google Cloud.
3. Certifications are desirable but not essential.
4. GCSE level B+ in Mathematics & English (or equivalent).
5. A legal right to work in the UK.
6. Full UK Driving License.

Benefits:

• Free Parking
• 25 days holidays + bank holidays (33 days total)
• Employee Bonus Scheme
• Healthcare Cashback Plan
• Employee Assistance Programme
• Cycle to Work Scheme
• Company Contribution Pension Scheme
• Parental Leave & Pay
• Employee Reward and Recognition
• Learning and Development Opportunities
• Gym & Retail Discounts
• Life Assurance Benefit

Diversity Statement

MJ Quinn is committed to promoting an environment that values diversity. All staff are responsible for ensuring that all employees, customers, suppliers, and visitors are treated equally and fairly and not discriminated against on the grounds of age, disability, gender reassignment, marriage & civil partnerships, pregnancy & maternity, race, religion or belief, sex, or sexual orientation.

MJ Quinn welcomes applications from a diverse range of candidates regardless of their background, disability, or gender and is committed to creating a workforce as diverse as the communities we serve.