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- Tasks: Provide top-notch support for DEMS software issues and troubleshoot complex problems.
- Company: Join a dynamic Helpdesk team focused on customer satisfaction and technical excellence.
- Benefits: Enjoy perks like private medical insurance, birthday off, and a 2pm finish on Fridays!
- Why this job: Be part of a supportive culture that values your skills and offers growth opportunities.
- Qualifications: Experience with Windows Servers, Active Directory, and MS SQL is essential.
- Other info: This role requires enhanced security clearance; out-of-hours support may be needed.
The predicted salary is between 36000 - 60000 £ per year.
The primary objective of the Helpdesk is to provide ongoing support and assistance to customers for any product related issues. A secondary purpose is to provide internal desktop support to all staff. The 3rd line Support Engineer is an important part of the Helpdesk team, providing customer software support for DEMS related issues, undertaking analysis and diagnosis, and implementing solutions within agreed timeframes.
Key Responsibilities of a 3rd Line Support Engineer
- Act as the escalation point of contact for all reported issues or queries (via telephone or email) relating to DEMS.
- Receiving, logging, and tracking all DEMS/software cases and communicating the status/resolution to the customer for escalated Software issues.
- Troubleshooting and resolving complex DEMS related issues.
- Maintaining a high degree of customer service, ensuring calls are logged, issues updated and calls closed or escalated as required, in a timely fashion and in line with service level agreements.
- Arranging for additional technical support where problems cannot be resolved within the support team. Act as escalation point of contact for third party suppliers (such as Microsoft)
- Providing remote and where necessary on-site installation and upgrade of DEMS systems to the customer.
- Providing set up and monitoring of cloud-based systems / servers / Web apps to ensure uptime for end customers is achieved.
- Providing out of hours support on a rota basis with other members of the support team for designated enhanced customer support level.
Key Competencies of a 3rd Line Support Engineer
- Windows Servers (setup and maintenance).
- Active Directory.
- Maintain and configure laptops, desktops and mobile devices.
- Networking, switches, routers and firewalls (DNS, DHCP, TCP/IP).
- MS Exchange.
- MS SQL experience (essential)
- Knowledge/experience of Azure Portal (essential)
- Software installs and upgrades.
- Reliable self-starter that is service driven that enjoys getting the job done.
- Has a good understanding of IT security.
- Likes to build resilient solutions.
- Has good documentation and communications skills.
- Ability to work out of hours if required
Please note this role requires the successful candidate to be eligible to an enhanced security clearance
Benefits
- Annual bonus scheme
- Private Medical Insurance
- Birthday Off
- Purchase up to an additional 5 days of holiday.
- Employee Assistance Programme
- 2pm finish on Fridays.
- Pension scheme via NEST
Due to the large volume of applications we receive for each position we will only be able to respond to applications received with the relevant skills. Should you not hear from us within a week, unfortunately on this occasion your application has been unsuccessful.
March Recruitment is an equal opportunities employer and complies with all relevant UK legislation. Please note that by applying for this vacancy you accept March Recruitment’s Privacy Policy and GDPR Policy which can be found on our website and therefore give us consent to contact you.
Consultant: Danielle Godbold
3rd Line Support Engineer employer: March Recruitment
Contact Detail:
March Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Support Engineer
✨Tip Number 1
Familiarize yourself with DEMS and its common issues. Understanding the software inside and out will help you troubleshoot effectively and demonstrate your expertise during the interview.
✨Tip Number 2
Brush up on your knowledge of Windows Servers, Active Directory, and MS SQL. Being able to discuss your experience with these technologies will show that you're well-prepared for the technical challenges of the role.
✨Tip Number 3
Highlight any previous experience with customer support, especially in a technical environment. Share specific examples of how you've resolved complex issues and maintained high customer satisfaction.
✨Tip Number 4
Be ready to discuss your approach to documentation and communication. Since this role requires clear updates and escalations, showcasing your skills in these areas will set you apart from other candidates.
We think you need these skills to ace 3rd Line Support Engineer
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities and competencies required for the 3rd Line Support Engineer position. Tailor your application to highlight your relevant experience with DEMS, Windows Servers, Active Directory, and other key technologies mentioned in the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience with troubleshooting complex software issues, providing customer support, and maintaining IT systems. Use specific examples that demonstrate your problem-solving skills and ability to work under pressure.
Showcase Communication Skills: Since the role involves acting as an escalation point and communicating with customers and third-party suppliers, make sure to showcase your strong communication skills. Provide examples of how you've effectively communicated technical information to non-technical users.
Review and Submit: Before submitting your application, review all documents for clarity and accuracy. Ensure that your CV is up-to-date and that your cover letter specifically addresses the requirements of the 3rd Line Support Engineer role. Submit your application through our website to ensure it is received.
How to prepare for a job interview at March Recruitment
✨Understand DEMS and Its Challenges
Make sure you have a solid understanding of the DEMS system and common issues that arise. Be prepared to discuss specific troubleshooting scenarios and how you would approach resolving them.
✨Showcase Your Technical Skills
Highlight your experience with Windows Servers, Active Directory, and MS SQL during the interview. Be ready to provide examples of past projects or situations where you successfully implemented solutions.
✨Demonstrate Customer Service Excellence
Since maintaining a high degree of customer service is crucial, prepare to share examples of how you've handled difficult customer interactions in the past. Emphasize your communication skills and ability to keep customers informed.
✨Prepare for Out-of-Hours Support Questions
Be ready to discuss your availability for out-of-hours support and how you manage work-life balance while ensuring customer needs are met. This shows your commitment to the role and readiness to take on responsibilities.
