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 community and collaboration.
- Why this job: Make a real difference by supporting users and enhancing their tech experience.
- Qualifications: Experience in technical support and strong problem-solving skills.
The predicted salary is between 44997 - 47365 £ per year.
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 provides 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.
Responsibilities:
- 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 and back-end troubleshooting of servers and networks.
- Maintain a proactive role in monitoring all requests, incidents, and problems, with 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.
- 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.
- Manage relationships with third parties and suppliers.
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: Inside Housing Management
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 setting of Farringdon, London. With a strong commitment to employee growth, we provide opportunities for continuous learning and professional advancement, alongside competitive salaries and a hybrid working model that promotes work-life balance. Join us in making a meaningful impact on communities while enjoying the benefits of a supportive and dynamic workplace.
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 Metropolitan Thames Valley Housing on LinkedIn or through mutual connections. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss your experience with servers, networks, and troubleshooting. We want to see that you can handle those 3rd line support challenges!
✨Tip Number 3
Show your passion for customer service! During interviews, share examples of how you've gone above and beyond to help users. Remember, it's all about making their experience better, just like MTVH aims to do.
✨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 serious about joining the MTVH team!
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 values align 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 super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Inside Housing Management
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge related to servers, networks, and applications. Be ready to discuss specific troubleshooting scenarios you've encountered in the past, as this role requires hands-on support and back-end troubleshooting.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've resolved complex issues in previous roles. Highlight your experience with 3rd line support and how you’ve escalated problems effectively. This will demonstrate your ability to handle the responsibilities outlined in the job description.
✨Understand the Company Culture
Familiarise yourself with Metropolitan Thames Valley Housing's vision and values. Show that you care about creating sustainable communities and that you can collaborate well with others. This will help you connect with the interviewers and show you're a good fit for their team.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the team dynamics. Inquire about the tools they use for monitoring requests and incidents, or how they measure customer satisfaction. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
