IT 3rd Line Technician (Senior 2nd Line)

Job Description

An IT 3rd Line Technician (Senior 2nd Line Engineer) is required for our client based in Manchester. This role is 5 days per week on site, with the main base being in Openshaw but travel required to other sites around Manchester based on demand. Therefore, please only apply if you are local to Manchester and able to work full time on site.

Our client is looking for an experienced candidate with experience within a service desk environment, preferably within the education sector (although not essential). The ideal candidate would be a reliable and trusted escalation point within the service desk, able to support and mentor less experienced 2nd line technicians when required.

Key accountabilities

1. Providing in-depth technical support and advice for the Service Desk, managing customer requests from initial contact to resolution.
2. Participating in the installation, configuration, upgrade, security and maintenance of computers, peripheral equipment, software and IT infrastructure (network, switches, server support, etc.).
3. Delivering proactive system maintenance to ensure system availability according to agreed Service Times.
4. Acting as local onsite technician for specific sites and locations responsible for the speedy diagnosis and resolution of IT faults.
5. Resolving IT incidents in accordance with agreed support processes and ensuring all incident records are updated in the IT Service Desk system.
6. Fulfilling service requests and ensuring all follow-up actions are updated in the Service Desk system.
7. Contributing to and maintaining technical and procedural documentation related to sites and locations under your direct responsibility.
8. Assisting on IT projects and innovations (including testing new technology).
9. Participating in IT system design and architecture.
10. Diagnosing and resolving all hardware/software, desktop & telecoms problems within the agreed SLA's.
11. Responsible for ensuring all complex daily tasks/checks are complete.

Essential

1. Proven desktop support experience.
2. Experience in networking, design, and implementation.
3. Knowledge of ISO Standards (ISO27001).
4. Strong diagnostic and problem-solving skills in hardware, software, and networking incidents with a proactive approach to effect timely repairs.
5. Provable experience and support skills in Windows Server, Windows 10, and Mac OS X.
6. Remote software distribution system (Windows Deployment Server or equivalent).
7. Active Directory, Group Policy, VMware, and general administration skills.
8. Assigning rights and determining inherited rights to accounts.
9. Supporting a large number of customers within a customer service-oriented environment.

Desirable

1. Microsoft Certified Systems Associate (MCSA) Windows 10, Office 365.
2. CompTIA Network+.
3. HP AIS Network Infrastructure.
4. VMware Certified Professional - Desktop & Mobility or Apple Certified Support Professional.
5. Microsoft System Centre Configuration Manager.
6. VMware vSphere.
7. Veeam Backup & Recovery.