1. Business Background

Our client is an award winning, highly customer-focused and forward-thinking business with significant annual growth year on year – growth that is creating opportunities for the right individuals to carve out excellent careers within the IT industry. 

2. Role in Brief

The role will involve supporting customer infrastructures. You are responsible for maintaining the high standards expected from clients purchasing managed services solutions. You will be exposed to technologies such as LAN, WAN and wireless infrastructure.

The 3^rd Line Support Engineer will have a background working within a busy IT team. The 3^rd Line Support Engineer must have strong experience in technical troubleshooting and problem solving, with a focus on network infrastructure. In addition, as part of this role, the individual will be expected to deal with any system issues as and when they occur.

The responsibilities fall into the following areas;

• Supporting The Customer – Working on issues raised by clients, understanding the different business needs of the customers and recording all key information to support them. Support can be via phone or email. Adherence to company & client processes to deliver an outstanding experience. Utilising a range of remote access & monitoring tools to troubleshoot issues.
•  Achieving SLA targets – Managing your time to prioritise urgent tickets while ensuring all requests meet the contracted SLA.
• Customer Satisfaction – Owning issues through the initial phases of support and keeping the clients informed of all progress with the issue. Working with the clients to ensure a quick and effective resolution to the item raised. Deliver effective communication with all customers including Directors.
• Documentation – Working within the team to ensure all client documentation is updated and correctly recorded in the relevant system aiding effective closure times. Documentation includes client’s infrastructure, E-mails, and updating of system to aid the support process and allowing other parts of the business to effectively manage the end to end process.  It is essential that data is accurate recording in Help Desk System to ensure we can accurately report on services provided, ticket status, and activities undertaken.
• Supporting 2nd line team – You will be working on issues that have been escalated by the 2nd line team becoming the primary point of contact on that ticket. You will need to prioritise your work to ensure any failed IT service is restored as quickly as possible while providing regular updates on all your tickets. Providing communication to other areas of business about major problems and on-going issues.

• Liaising with 3rd party suppliers – When necessary, request support from external suppliers regarding hardware, software or connectivity support. Communicate updates to the customer and ensure 3rd party meets its SLA targets. 

3. Key Responsibilities

Supporting the Customer

• Picking up tickets from the support queue and managing tickets to closure.
• Identify where tools, processes and systems are impacting closure rates.
• Discussing any problematic tickets with peers and line management.
• Supporting the customer base with a varied range of technologies including LAN, WAN and wireless.
• Keeping the customer and ticket updated with developments and fix plans.
• Administer and maintain customer infrastructure, including Routing, Switching, Firewalling and Wireless
• Troubleshoot network performance Monitoring System to ensure any necessary action taken that needs to be.
• Management of relationships with third parties for any escalated tickets
• Keep operational documentation up-to-date

Achieving SLA targets

• Working within your team to ensure all tickets are actioned within SLA.
• Monitored activity through various ticket reporting tools.
• You will be expected to meet or exceed customer expectations with regards to the SLA.

Customer Satisfaction

• Ensure that the customer is satisfied with the outcome & with their experience of the Company.
• You will need to work to achieve the highest standard of response and identify when assistance is required to achieve this.
• When required provide information to the service delivery teams by providing information about ongoing tickets and reports relating to customers history.

Documentation & Information

• By providing regular and effective documentation you will help to maintain and effectively monitor a client’s systems and networks.
• Accuracy and detail are key to effective documentation, it is expected that all relevant documentation will be completed for each ticket worked.
• All tickets need to accurately reflect current status and must be closed once work activities to address the issue are complete.

Supporting 2nd line team

• Working on issues escalated by the 2nd line team, ensuring you maintain the documentation and communication for the issue.
• Identifying when business critical IT services are impacted and adjusting the ticket priority accordingly.
• Working within your team to identify the fix and any underling issues that could cause repeat issues. Report this to the Service Desk Manager for review.
• Communicate any ongoing issues to relevant teams including the 1^st and 2^nd Line Engineers to ensure no time is wasted on repeat troubleshooting.
• Provide feedback to Service Desk Manager on issues that have been escalated including documented fixes for use by the 1st line engineers.

Liaising with 3rd party suppliers

• When required raising cases with 3rd party vendors for supported products.
• Ensure regular updates to the tickets to meet SLA requirements.
• Where required arrange access to sites or systems for further support.
• Provide full and clear documentation of the issues to allow for the quickest support.
• Report progress of ongoing cases to Service Desk Manager.
• Escalate case with supplier when required.
• Report and document any action carried out by the 3rd party.
• Arrange RMA between customer and supplier where needed.

Taking part in on-call rota

• As part of the role you will be required to take part in the on call rota.

4.  Department Organisation Structure

Reports to the 3^rd Line Manager

5. Skills / Interests Required

• A strong desire and focus on continued improvements and personal development
• A desire to be part of an overall team and achieve team goals
• Strong communicator
• Excellent problem solving skills
• Proven ability to work under pressure and with other team members
• Strong time management and self-motivation skills
• Keeping up to date with current industry trends and emerging technologies and best practices
• Previous experience with a ticketing system.
•  

6. Experience Required

• Excellent knowledge/experience of troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, routing and VLANs
• Experience in installing, configuring and managing switches and routers.
• Good understanding of wireless technologies and solutions.
• Experience with Extreme Networks is desirable.
• CCNA/CCNP or equivalent industry experience.
• Experience of working within a Managed Services Provider environment.