3rd Line Support Engineer Job Description Template
Our company is looking for a 3rd Line Support Engineer to join our team.
Responsibilities:
- Working knowledge of cloud-based solutions and infrastructure as a service such as Azure and AWS;
- Experience of Server Virtualisation (Hyper-V / VMware) management setup and monitoring;
- Excellent knowledge of San infrastructure SAN setup, maintenance and configuration;
- Assisting and supporting 1st & 2nd Line Engineers;
- Monitoring and maintaining computer / Telephone systems and networks;
- Supporting with the implementation of internal and external projects;
- Taking part in the on call rota, approximately 1 in 6-8 weekends;
- Travelling to customer sites to support with installations (once a week at most);
- Utilise the ticket logging system with accurate ticket logging and technical troubleshooting steps;
- Support internal Focus staff with IT issues (100 users);
- Participate in infrastructure installation, hardware refresh and other projects when required;
- Auditing systems and networks to identify future opportunities;
- Proactive Technical account management for large corporate clients, providing a single point of contact for customers to escalate issues;
- Ensuring that all case related documentation is clear, concise and updated in the Helpdesk/CRM systems;
- Consulting and solution providing.
Requirements:
- SQL – Not so important, but great if you have experience;
- Microsoft Server;
- Experience of mentoring and acting as an escalation point for 2nd Line Engineers;
- Experience of using PSA systems – preferable;
- Active Directory;
- Flexible and adaptable;
- Unix & Shell scripting desirable;
- Microsoft Exchange on-premise experience;
- Responsible for all aspects of the IT infrastructure;
- Leadership and mentoring ability;
- Experience with VLANs, Hyper V, VM Ware and other virtual technologies;
- Capable of working on his/her own initiative;
- Experience in networking (firewalls, routers, switches, VPN, wireless);
- Demonstrable experience with Juniper EX/SRX/MX and Cisco chassis;
- Self-motivated with the ability to work in a fast-moving environment and willingness to go the extra mile to get the job done.