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- Tasks: Provide top-notch 3rd Line IT support for a dynamic user base.
- Company: Join a leading manufacturing business in South Yorkshire, known for innovation.
- Benefits: Enjoy hybrid working, a car allowance, bonuses, and a comprehensive benefits package.
- Why this job: Be part of a collaborative team, tackling exciting tech challenges and making an impact.
- Qualifications: Strong 3rd Line IT Support experience and troubleshooting skills required.
- Other info: Must be eligible to work in the UK; remote work available four days a week.
The predicted salary is between 40000 - 66000 £ per year.
Leading dynamic manufacturing business requires an experienced 3rd Line IT Support Engineer. The role will suit a 3rd Line IT Support professional with broad experience covering End User Compute & the ability to troubleshoot Networking Incidents.
This is a Business As Usual (BAU) - 3rd Line IT Support role.
Role:
- Provide 3rd Line IT Support for an end user base of approximately 2,500 UK Wide.
- The role sits within a 3rd Line IT Support team of 6 Engineers.
- Main focus on supporting End User Compute - mainly 3rd Line Remote Desktop Support - with some onsite IT Support for 400 onsite end users.
- Dealing with escalated Incidents & Tickets.
- Managing & resolving 3rd Line Incidents.
- Troubleshooting Networking Incidents - SD-WAN, Wi-Fi, Aruba, Cisco, Networking.
- Aligning to the ITIL Framework - SLAs, Incident & Raising IT Change Requests etc.
Skills Experience Required:
- 3rd Line IT Support - must have strong 3rd line IT Support experience.
- Strong Incident & Request Management experience.
- 3rd Line IT Support - Incident, Problem Management & End User Compute experience.
- 3rd Line IT Support in an Enterprise Environment - carry out upgrades & maintenance.
- Detailed understanding of core IT Infrastructure products at 3rd Line IT Support level.
- SD WAN - ability to troubleshoot.
- Networking Troubleshooting - Aruba or Cisco - troubleshoot Network Switching & Routing.
- Firewalls - ideally Fortinet or similar support experience.
- IOT & Operational Technology - how these can exist alongside IT.
- Microsoft Office 365 - Administration.
- Active Directory & Azure Active Directory - Hybrid Administration.
- MCM, Print Services, Entra, InTune & AutoPilot - other similar Microsoft tools.
- IDP - Identity Provider Platform - Okta or similar technology experience.
- Escalating issues to IT Third Parties - managing the process - ensure all Incidents & Requests are passed to Third Parties when required - managed in a professional & timely manner - ownership of the resolution to agreed closure.
- Understanding of ITIL Best Practices - Incident Management, Raising IT Changes etc.
- Collaborative Approach to Teamwork.
- Excellent Communication Skills.
Desirable Experience:
- Cloud - AWS or Azure experience.
- Citrix Support.
Benefits Package:
- Bonus
- Company Car Allowance
- Company Pension
- Employee Assistance Programme (EAP) and Occupational Health Support
- Holiday Purchase Scheme
- Employee Discount Platform
3rd Line IT Support Engineer employer: MACKENZIE JONES IT LIMITED
Contact Detail:
MACKENZIE JONES IT LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line IT Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Aruba, Cisco, and SD-WAN. Having hands-on experience or relevant certifications can set you apart from other candidates.
✨Tip Number 2
Network with current or former employees of the company on platforms like LinkedIn. They can provide insights into the company culture and the specifics of the role, which can help you tailor your approach during interviews.
✨Tip Number 3
Prepare to discuss real-world scenarios where you've successfully resolved complex IT issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your problem-solving skills.
✨Tip Number 4
Demonstrate your understanding of ITIL practices during your conversations. Be ready to explain how you've applied these principles in past roles, particularly in incident management and change requests.
We think you need these skills to ace 3rd Line IT Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your 3rd Line IT Support experience, especially in areas like End User Compute, Networking Troubleshooting, and ITIL practices. Use keywords from the job description to align your skills with what the company is looking for.
Craft a Strong Cover Letter: Write a cover letter that showcases your relevant experience and explains why you are a great fit for the role. Mention specific technologies you have worked with, such as Aruba, Cisco, and Microsoft tools, and how they relate to the job requirements.
Showcase Problem-Solving Skills: In your application, provide examples of how you've successfully managed and resolved incidents in previous roles. Highlight your experience with troubleshooting networking issues and your understanding of ITIL best practices.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for an IT support role.
How to prepare for a job interview at MACKENZIE JONES IT LIMITED
✨Showcase Your Technical Skills
Be prepared to discuss your experience with 3rd Line IT Support, particularly in troubleshooting Networking incidents. Highlight your familiarity with technologies like Aruba, Cisco, and SD-WAN, as well as your understanding of Microsoft Office 365 and Active Directory.
✨Demonstrate Problem-Solving Abilities
Expect scenario-based questions that assess your problem-solving skills. Prepare examples of past incidents you've managed, focusing on how you approached the issue, the steps you took to resolve it, and the outcome.
✨Understand ITIL Framework
Since the role aligns with ITIL practices, brush up on your knowledge of Incident Management and Change Requests. Be ready to explain how you have applied ITIL principles in your previous roles to improve service delivery.
✨Emphasise Team Collaboration
This position requires a collaborative approach, so be sure to highlight your teamwork experiences. Share examples of how you've worked effectively within a team, especially in high-pressure situations or when dealing with escalated incidents.
