3RD LINE SUPPORT

JOB ADVERT: 3^rd Line Support

ABOUT MJ QUINN

MJ Quinn is a UK-based infrastructure services provider specialising in delivering comprehensive, end-to-end solutions across a range of industries, including telecommunications, utilities, and mechanical and electrical engineering. Guided by a commitment to quality, innovation, and sustainability, we offer tailored services encompassing design, installation, maintenance, and project management.

Partnering with leading organisations, we successfully execute complex projects by leveraging advanced technology and the expertise of our skilled workforce. Our customer-centric approach ensures efficient, reliable service delivery while maintaining our focus on building long-term, sustainable solutions.

At MJ Quinn, our purpose is to play a vital role in maintaining and enhancing critical infrastructure, connecting and supporting communities and businesses across the UK.

Our Core Values

• People-Focused: We prioritise the well-being, growth, and success of our team and partners.
• Safety Always Matters: We are unwavering in our commitment to ensuring a safe environment for all.
• Operational Excellence: We strive for the highest standards of quality, efficiency, and continuous improvement.
• Sustaining Our Future: We are dedicated to delivering sustainable solutions that positively impact the environment and society.

Join MJ Quinn, where we combine innovation, expertise, and a values-driven culture to deliver excellence in every project.

DEPARTMENT OVERVIEW

The MJ Quinn Technology and Services Department support circa 5000 people across our platforms, workforce, and locations. The Department has complete ownership of our Microsoft modern workplace solutions combined with Microsoft Dynamics.

JOB OBJECTIVE

The 3^rd Line IT Support role is a critical position within the IT department, serving as the highest level of technical support. The 3^rd Line IT Support professional must have extensive knowledge of IT systems, networks, and applications, as well as excellent problem-solving and analytical skills. This role involves working closely with various departments to ensure that systems are management to meet the business needs and objectives.

KEY ROLES AND RESPONSIBILITIES

The key responsibilities of this role include but are not limited to the following tasks:

• Technical Support, providing expert-level support for complex technical issues, ensuring timely and effective resolution fully documented in the ITSM Solution.
• Handling escalated incidents from 1st and 2nd line support, performing thorough diagnostics and root cause analysis.
• Processing Post Incident Reviews where Users report that issues have not been resolved to a satisfactory level and the escalated Incident has then been resolved.
• System Maintenance: Oversee the maintenance and optimization of IT systems and infrastructural ensuring peak performance and reliability.
• Network Management: Manage and troubleshoot network infrastructure, including servers, switches, routers, and firewalls. Security: Implement and maintain robust security measures to protect IT systems and data from threats and vulnerabilities.
• Documentation; creating and maintaining detailed documentation of system configurations, processes, procedures and Knowledgebase Articles.
• Provide guidance and training to junior support staff, adopting a culture of continuous learning and improvement.
• Responsible for IT projects, including system upgrades, migrations, and deployments.

PERSON SPECIFICAITON

To be successful in this role the 3^rd Line Support role will need to have:

• Strong analytical and troubleshooting abilities, with a methodical approach to resolving complex issues.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical stakeholders.
• Ability to provide varying levels of documentation. For example, Project Estimation, Network Schematics, Quotations for Approvals.
• Ability to work effectively in a team environment and collaborate with colleagues across departments.
• Flexibility to adapt to changing technologies and a dynamic work environment.
• A minimum of 5 years of experience in IT support, with at least 2 years in a 3rd line support role.
• A strong understanding of business processes and how they can be supported and improved by technology.

TERMS AND CONDITIONS

DIVERSITY STATEMENT

MJ Quinn is committed to promoting an environment that values diversity. All staff are responsible for ensuring that all employees, customers, suppliers, and visitors are treated equally and fairly and not discriminated against on the grounds of age, disability, gender reassignment, marriage & civil partnerships, pregnancy & Maternity, race, religion or belief, sex, or sexual orientation.

MJ Quinn welcomes applications from a diverse range of candidates regardless of their background, disability or gender and is committed to creating a workforce as diverse as the communities we serve.

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