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: MTVH
Metropolitan Thames Valley Housing is an exceptional employer that prioritises the well-being and development of its employees. With a strong commitment to creating sustainable communities, our collaborative work culture fosters innovation and growth, offering ample opportunities for professional advancement in a supportive environment. Located in the vibrant area of Farringdon, London, we provide a hybrid working model that enhances work-life balance while ensuring our team can make a meaningful impact on the lives of over 120,000 residents.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Support Engineer
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend meetups, webinars, or even just chat with folks on LinkedIn. You never know who might have the inside scoop on a job opening!
✨Tip Number 2
Prepare for those interviews like a pro! Research the company, understand their values, and be ready to discuss how your skills align with their needs. Practise common interview questions and have some examples ready to showcase your experience.
✨Tip Number 3
Don’t forget to follow up after your interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. It keeps you fresh in their minds and demonstrates your professionalism.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Plus, it gives you a better chance of standing out in the crowd. So, don’t hesitate – hit that apply button!
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 to see how you approach challenges and what solutions you’ve implemented.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at MTVH
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge related to servers, networks, and applications. Be prepared 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
During the interview, highlight your experience with resolving complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, demonstrating how you effectively handled 3rd line support challenges in previous roles.
✨Understand Their Vision
Familiarise yourself with Metropolitan Thames Valley Housing's mission of creating sustainable neighbourhoods. Show that you align with their values by discussing how your work contributes to customer satisfaction and community well-being.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, ongoing projects, and how they measure success in the role. This shows your genuine interest and helps you assess if the company is the right fit for you.
