3rd Line Engineer / Team Lead
Sittingbourne
Up to £45k
VR/02443J

Our client, an established network solutions business, has recently branched into managed services and is now offering a unique opportunity for an ambitious candidate to help develop a new IT managed service desk operation. This will be a varied role in which you will be hands-on dealing with clients and tickets, in time growing the role, recruiting and leading a team. The role will primarily be based in Sittingbourne, but you will be required to work at client sites from time to time. The company also has an office in London.

The 3rd Line Engineer/Team Lead initial responsibilities will be:
Undertake day-to-day help desk IT support of managed service customers
· Monitor equipment and networks with the help of managed service tools and software
· Respond to customer support requests
· Deliver efficient, effective and timely resolution of support requests
· Record actions and outcomes in support systems, update or prepare support documents
Liaise with third party suppliers as well as colleagues and customers.
Help to develop support systems and service to achieve best practice service delivery and a strong customer service ethos.
Review and agree managed service standards and configurations:
· System monitoring and reporting
· Network monitoring and reporting
· Patch management and reporting
· Back up management and reporting
Review, optimise and agree:
· service delivery systems
· managed service management reports
· managed service client reports
Undertake out-of-office hours service delivery when required
Undertake equipment and software configuration and update
Assist with project delivery
Onsite work will occasionally be required

The individual:
• Excellent interpersonal and customer service skills
• Work well with customers and colleagues
• Good communicator
• Strong customer service ethos
• Capable and with a desire to succeed
• A problem solver
• Can organise and prioritise multiple tasks
• Flexible, responsive, proactive, successful
• Calm and organised when faced with customer or operational challenges
• Confidential and ethical

Managed services that our client provides and the areas of expertise and experience required:
Managed services
Service desk - SolarWinds N-central and MSP
· Remote monitoring
· Remote support
· Patch management
· Anti-virus management
Desktop support
· Windows 10
· Printers, etc.
Backup and recovery
· Veaam

Networks
· Configuration, monitoring and fault finding
· Layer 2 and Layer 3, VLAN, QOS
· Switches - Aruba (HP) ProCurve and Comware
· Firewalls - WatchGuard
· Wi-Fi - WatchGuard and Aruba

Servers
MS Server 2012 2016
· Hyper V
· Active directory
· Group policy
Nutanix
Group policy and Active directory

Office 365
· Azure integration
· SharePoint
· Security
· User accounts

Telephony
· VOIP understanding and application