As 3rd Line Support Engineer you provide critical engineering expertise to the Service Desk team, carrying out complex engineering tasks such as in-depth root cause analysis and incident progression of the most complex faults. You will be part of the team responsible for fulfilling all inbound requests for assistance with incidents, problems and events responding and resolving issues within agreed customer SLA’s.
Your goal is to provide high-level engineering expertise to the Service Desk team and contribute to the successful delivery of world class, innovative IT solutions to our customers.
The NOC operates 24/7/365 and this role will be part of a shift pattern which includes night shifts and weekends.
The role requires Security Clearance (SC level minimum), applicants who do not already have SC clearance should still apply but must be willing to undergo the clearance process.
Complete work streams and daily tasks as directed by the Service Desk Manager.
Carry out designated tasks under limited supervision. Uses discretion in identifying and resolving complex problems and assignments.
Act as the engineering lead on all complex incidents and problems, driving them through to resolution, providing regular updates to the customer about progress.
Complete troubleshooting of routers, switches, firewalls, servers, applications etc from vendors including Cisco, Juniper, Checkpoint and Paolo Alto.
Manage the change process to ensure that new sites, users or routine update and patches are applied with minimum risk of impact to service.
Manage the NOC response to any major incidents, liaising with customer teams or external suppliers as required.
Develop plans for network maintenance and system upgrades to ensure the integrity and security of customer systems and applications.
Draft test plans which provide clear evidence that solutions and applications are functioning as per the design and are clearly addressing the customer’s requirements.
Demonstrate an analytical and systematic approach to problem solving and troubleshooting, acting as a focal point for internal escalations and taking the lead when having to engage vendor technical assistance.
Plan, schedule and monitor own work (and that of 1st line and 2nd line support Engineers where applicable) competently, within limited deadlines and according to relevant legislation and local procedures.
Maintain vendor specialisations and accreditations as directed by management, ensuring exams are completed within the timescales given.
Maintain configuration information (Hardware and Software Assets).
Provide knowledge transfer and training activities to more junior engineers to assist with their individual training and development plans, including updating any scripted guides and instructions when required.
Complete other tasks as directed by the Service Desk Manager or management which fall within the scope of your technical capabilities and experience.
A minimum of 5 years relevant engineering experience in a service engineering or similar technical role.
Experience with in depth resolution of complex problems covering multiple technology pillars across a wide range of different customer environments (e.g. WAN, LAN, DC and Security deployments).
Significant practical experience with Cisco IOS, Catalyst, Nexus, ASA and load balancers, and firewalls from multiple vendors.
Demonstrate previous working which involved the leadership of support desk or project teams and the mentoring of peers.
Desirable Industry Certifications
Skills and Attributes
Excellent spoken and written English, able to clearly articulate ideas, issues and updates to customers and peers alike.
A high degree of due diligence and attention to detail.
Well organised, able to prioritise multiple work streams and has the common sense to escalate when workloads may pose a risk to customer delivery and SLA’s.
Demonstrate a clear ability to listen and take in new information, able to interpret instructions from peers and management to ensure work streams are carried out successfully.
Able to work well under pressure and have a clear understanding of your own abilities.
Comfortable providing mentoring and learning activities to groups of engineers in a professional manner, mindful of and sympathetic to the differing needs of individuals.
Able to think for yourself and challenge peers and customers when required to ensure the correct business outcomes.
Desirable Academic Qualifications
A level passes at grade ‘C’ and above in Maths, English and/or relevant science or engineering subject.
NVQ L3 or L4.
BTEC NC or HNC.
Salary DescriptionMarket Rated
RegionNewcastle or Manchester
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