At a Glance
- Tasks: Provide 3rd-line technical support and troubleshoot user issues in a dynamic environment.
- Company: Join Metropolitan Thames Valley Housing, dedicated to creating vibrant communities.
- Benefits: Competitive salary, hybrid work, and opportunities for professional growth.
- Other info: Be part of a caring team focused on People Powered Living.
- Why this job: Make a real impact by supporting users and enhancing their tech experience.
- Qualifications: Experience in technical support and strong problem-solving skills required.
The predicted salary is between 44997 - 47365 £ per year.
Permanent, Full‑time position (37.5 hours). Farringdon, London (hybrid). Salary range: £44,997 – £47,365.
About Us
Metropolitan Thames Valley Housing has a vision that “everyone has a home and the opportunity to live well”; that means working with partners to create sustainable and vibrant neighbourhoods where our customers want to live. With 57,000 homes and more than 120,000 residents and customers, we have a real opportunity to make that vision a reality. Our people care, dare and collaborate to ensure we achieve this People Powered Living.
This Role
We have an exciting opportunity within MTVH to provide end users with 3rd‑line Technical support in accordance with the achievement of all applicable Service Levels, Customer Satisfaction scores, and KPIs and to be an active escalation point for 1st and 2nd‑line engineers in Farringdon, London.
What You'll Need To Succeed
- Working with the Service Desk Manager and the Infrastructure Team, ensure the delivery of day‑to‑day support to the organisation's users, covering servers, network, applications, desktops, laptops, telephony, and mobile devices.
- On a rota basis, undertake routine daily checks and maintenance and act as the 3rd line escalation point of contact in resolving user and technical issues.
- Proactively undertake the day‑to‑day delivery of Infrastructure Service Desk operations, providing hands‑on support to users, as well as back‑end troubleshooting of servers and networks.
- Front‑end support includes thin clients, PCs, laptops, smartphones and tablets; VOIP telephony, MFDs; and various applications in addition to MS Office.
- Maintain a proactive role in monitoring all requests, incidents, and problems, having complete visibility on the Infrastructure Service Desk.
- Respond to Service Desk phone calls/tickets as needed, focusing on 3rd line tickets and activities, and taking on tickets escalated by the 1st/2nd line Infrastructure Technicians.
- Escalate when necessary to the Service Desk Manager.
- Contribute to the maintenance and documentation of the infrastructure estate: records of builds, hardware, licences, systems configurations, change requests, systems, and processes.
- Undertake change management of the infrastructure estate.
- Work an out‑of‑hours shift if asked to, compensated by corporate company guidelines.
- Undertake infrastructure project work and continuous improvement activities as part of the annual work plan.
- Management of relationships with third parties and suppliers.
Background Check
To meet our commitment to providing safe, high quality services to our customers we will complete a basic background check with the Disclosure and Barring Service once an offer of employment is made.
3rd Line Support Engineer employer: Connexions Thames Valley
Metropolitan Thames Valley Housing is an exceptional employer that prioritises the well-being and development of its employees, offering a collaborative work culture in the vibrant area of Farringdon, London. With a strong commitment to employee growth, you will have access to continuous training opportunities and the chance to contribute to meaningful projects that enhance community living. Enjoy a competitive salary, hybrid working arrangements, and the satisfaction of being part of an organisation dedicated to creating sustainable neighbourhoods for over 120,000 residents.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Support Engineer
✨Tip Number 1
Network like a pro! Reach out to current employees at MTVH on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the 3rd Line Support Engineer role.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss troubleshooting methods for servers, networks, and applications. We want to see your problem-solving skills in action!
✨Tip Number 3
Showcase your soft skills! MTVH values collaboration and customer satisfaction, so be ready to share examples of how you've worked well in teams and handled customer issues effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at MTVH.
We think you need these skills to ace 3rd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 3rd Line Support Engineer role. Highlight relevant experience and skills that match the job description, like your technical support expertise and familiarity with infrastructure operations.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background aligns with our vision at Metropolitan Thames Valley Housing. Keep it concise but impactful!
Showcase Your Problem-Solving Skills:In your application, don’t forget to mention specific examples of how you've tackled technical issues in the past. We love seeing candidates who can demonstrate their troubleshooting prowess and proactive approach.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s straightforward, and you’ll be able to submit all your documents in one go. Plus, we love seeing applications come through our own platform!
How to prepare for a job interview at Connexions Thames Valley
✨Know Your Tech Inside Out
As a 3rd Line Support Engineer, you'll need to demonstrate your technical prowess. Brush up on your knowledge of servers, networks, and applications relevant to the role. Be ready to discuss specific troubleshooting scenarios you've encountered and how you resolved them.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of how you've tackled complex issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you clearly convey your thought process and the impact of your solutions.
✨Understand Their Vision
Familiarise yourself with Metropolitan Thames Valley Housing's mission and values. Be prepared to discuss how your skills and experiences align with their vision of creating sustainable communities. This shows that you're not just looking for a job, but are genuinely interested in contributing to their goals.
✨Ask Insightful Questions
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, ongoing projects, or the technologies they use. This not only shows your interest but also helps you gauge if the company is the right fit for you.
