Description
3nd line Messaging Support Engineer - Security Clearance - Bracknell
Lorien Global have partnered up with a Global IT service provider.
We are looking for a 3nd Line Support Engineer on a contractual basis, inside IR35 to Support the existing Shared Service to provide support on a day shift pattern.
This role will be working on site 5- days a week based in Bracknell
The DJSC are looking for a Third Line Support Messaging Support Engineer to work collaboratively across our accounts within the shared service. Your role will involve direct technical support for all of services in the DJSC as part of the 3rd Line Team and assist in the day to day operations and duties of the third line service. The engineer will also work with the current support personnel to understand the products and their use across the shared service and to develop their diagnostic skills/capability.
The role will involve:
- Incident management - Incident logging, triage and assignment on required toolsets. Manage the Incident to resolution in conjunction with the 3rd parties, keeping the record updated in accordance with agreed WI and Acting as a point of escalation.
- Change management - Support and participate as required in all Change Management Activities updating changes when completed. Raise emergency changes if required.
- Release management - regular software deployments and patching of estate.
- Request fulfillment - Implementation of Service Requests and project work where achievable.
- Knowledge Sharing - Production of KBA's and/or Work Instructions to enable and assist colleagues and/or 2nd line
- Experience working in a 3rd Line support role
- MS Exchange 2019
- MS Skype for Business 2019
- Work with other team members to reduce risks and improve service
- Automate manual tasks
- Technically Impact Change Requests on System Centre Service Manager
- Review the HLD, LLD documents for a new projects
- Microsoft Windows Server 2008 onwards
- Active Directory & Group Policy
- Security Hardening of IT Estate
- Active Directory & Group Policy
- Understanding of McAfee Security Products
- Basic knowledge of Microsoft Endpoint Configuration Manager (MECM)
- Base Understanding of PowerShell
Key Performance Indicators
. Feedback from customers, Project Manager, Service Lines etc.
. Feedback of participants (internal and external) for technical training sessions delivered.
. Proven track record working with product authority and external vendor support teams.
. Proven track record of problem resolutions.
. Successful solution designs implemented.
. Evidence of sharing and re-use of knowledge.
. Successful definition, implementation and conformance to processes.
. Service level requirements met.
. Response and resolution to escalated issues in a timely manner.
. Problem ownership demonstrated.
. Meets project deadlines and costs within own scope of responsibility.
. Successful track record of leading small projects.
. Errors with workarounds or fixes provided in a timely manner.
. Successful track record of working with third parties.
. Improved first time/line.
. Correct application of severity, impact and priority.
. New business secured and successfully implemented.
. Skills Matrix up to date with products/systems/technologies and techniques.
. Contribution to product forums and working parties.
. Up to date personal learning plan available.
If you feel this role matches your skill set and you would like to know more then please apply now!
Lorien Plc is acting as an Employment Business in relation to this vacancy.