Careers at Commercial

3rd Line IT Support Engineer

Posted

21/12/2020

Closing Date

31/03/2021

Location

Cheltenham

Salary

Available on request

Working Hours

Full-Time 37.5 hours per week

Overview

Our Managed IT Division designs, implements and supports the IT infrastructures of some of the UK’s top organisations within both the public and private sector. No client has the same needs and our solutions and support packages are tailored to the specific requirements of each client.

As a 3rd Line Engineer you will troubleshoot some of the most challenging and complex issues our clients face. The ideal candidate will be a dedicated individual with a desire to deliver high quality service to both internal and external customers. The candidate must have a strong technical background across a variety of disciplines so that they can build the respect of their colleagues and clients alike.

WE WANT YOU TO…

  • Maintain 3rd line support tickets correctly and keep the customer updated with progress every day
  • Work within the 3rd line team to resolve customer issues remotely via telephone, email and remote support sessions
  • Act as a point of escalation for the 2nd line team as well as off-site support staff
  • Work with off-site support staff to promote a seamless and collaborative support service
  • Take ownership of the entire support process end to end and be the primary customer liaison for the issue
  • Build excellent customer relationships and ensure service excellence is delivered at all times
  • Work with third party vendors including Microsoft, Citrix and VMware until issue resolution
  • Provide on-call services as part of a shift rotation pattern
  • Build and maintain strong relationships with internal and external stakeholders to build confidence and promote NOC services
  • Handle difficult calls and resolve difficult customer situations through excellent communication and direct stakeholder engagement

You have got…

Extensive relevant experience with the technologies listed below, ideally with a Microsoft MCSA, Citrix CCA (or higher) and VMware VCP (or higher)

  • VMware ESX/ESXi and vCenter
  • SAN Technologies
  • Windows Server 2008 R2, 2012, 2012 R2, 2016 and 2019
  • Exchange 2010, 2013, 2019, DAG and Hybird
  • Citrix XenApp, XenDesktop and Citrix Access Gateway / Netscaler
  • Microsoft Hyper-V and failover clustering
  • TCP/IP, VLAN, switching, routing and firewall configuration, VPNs and WAN environments
  • Certificate Services / Certificate Authority
  • Microsoft Remote Desktop Services
  • Virtual server backup technologies such as Veeam
  • Anti-virus technologies

It would also be beneficial to have experience of

  • Microsoft SQL
  • Microsoft SCCM, SCVMM and SCOM
  • Microsoft Office 365
  • Microsoft Intune and Autopilot
  • Web and email security products
  • Two-factor authentication
  • Corporate wireless systems
  • VMware Site Recovery Manager

Why Commercial..?

  • Competitive salary
  • On-Call Rota with Shift Allowance and Overtime Scheme
  • We all get a generous holiday allowance of 25 days plus bank holidays which increases with length of service
  • Bonus scheme (paid quarterly upon achievement of KPI’s)
  • A variety of training & Development programmes tailored to you
  • Earn extra money if we hire your friends or family with our employee referral programme
  • Looking for a little extra? You could get a day off for doing charity work and you might even get a treat on your birthday and work anniversary!
  • A range of team and social events
  • Cycle to work scheme, pension contributions, Employee support programme, Flexi time scheme and more