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: Exciting projects and a collaborative team await you!
- Why this job: Make a real impact by supporting users and enhancing infrastructure services.
- Qualifications: Experience in technical support and strong problem-solving skills.
The predicted salary is between 40000 - 45000 £ per year.
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 organisations 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. This will involve 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).
3rd Line Support Engineer - Farringdon, London employer: What Jobs
Metropolitan Thames Valley Housing is an exceptional employer that prioritises the well-being of its employees while fostering a collaborative and innovative work culture. Located in the vibrant area of Farringdon, London, we offer competitive salaries, hybrid working options, and ample opportunities for professional growth within a supportive environment dedicated to making a positive impact on our communities. Join us to be part of a team that truly values your contributions and empowers you to thrive in your career.
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We think this is how you could land 3rd Line Support Engineer - Farringdon, London
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We think you need these skills to ace 3rd Line Support Engineer - Farringdon, London
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