3rd Line Support Engineer

Permanent, Full-Time position (37.5 hours) in Farringdon, London (hybrid) with a salary of £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.

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. Interviews will be a three-stage process of an initial MS Teams phone-screen followed by two rounds of competency based questions (final round in-person).

Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England. We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people. We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.

A member of the National Housing Federation the G15, which represents London’s largest housing associations, we influence policy for the benefits of our residents and the wider sector. In October 2018 like-minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We’ll do this by listening to our customers and working alongside them.