3rd Line Support Technician

Bury St. Edmunds, Suffolk

Job Status:

32000 - 35000 GBP/annum

Ref 10045_1539158996

  • IT

3rd Line Support Technician

Bury St. Edmunds


£32,000 – 35,000 per annum

The Infrastructure Support Engineer will be responsible for providing Infrastructure systems support and management of desktop, server, network and software infrastructure for my client.

Yopu will be expected to monitor and action all system alerts coming into the ITSM platform. Action and resolve Incidents escalated from the Service Support Team, support and work directly on projects as a technical resource.

The Infrastructure Support Engineer will be getting involved in varying technologies such as (but not limited to) O365, Exchange, Virtualisation (primarily Hyper-V), networking, VOIP, scripting, backups, firewalls, Skype for Business and SCCM.


* Investigative lines of questioning in order to perform effective and informative troubleshooting activities to facilitate efficient resolution
* Resolve client calls to a very high standard
* Ensuring at all times that customers are dealt with a very high calibre of professionalism
* Ensuring client satisfaction is at the centre of all actions taken
* Ensuring the team is making full use of available resources and being mindful of agreed SLAs
* Escalation of calls as appropriate
* Ownership of calls
* Perform on-going pro-active administrative IT tasks and checks, with high levels of integrity
* Mentor, coach, train and develop Service Support Engineers
* Knowledge share with fellow Infrastructure Support Engineers
* Ensure tickets have regular and meaningful updates for clients
* Develop knowledge of a chosen technology( or technologies) to Subject Matter Expert (SME) Level

Technical – Demonstrable Experience in the implementation and support the following solutions;

* Microsoft Windows Server technology
* Firewalling and associated network devices
* Microsoft Office 365
* Microsoft Exchange Server
* Microsoft Hyper-V
* VoIP and Telephony systems
* Microsoft Lync / Skype for Business
* Scripting in PowerShell

Qualities and Skills required


* Demonstrable experience within a busy IT environment
* Enthusiastic, with a customer focus mind-set
* Able to demonstrate the ability to undertake the above responsibilities
* Strong customer service and communication skills, able to effectively interact with technical and non-technical customers
* A passion for Service Improvement
* ITIL v3 Foundation qualified and/or knowledge of ITIL disciplines
* Experience of managing 3rd parties and 3rd party delivered services
* Excellent people management skills
* Excellent written and verbal communication skills
* Willingness to support and mentor junior staff
* Excellent customer facing/customer service skills
* Able to work under pressure and meet deadlines
* Able to demonstrate a high degree of flexibility including shift, out of hours working and travel if required
* Excellent organisational skills
* Able to manage sensitive and sometimes confidential information
* Self-motivation and able to take responsibility
* Able to manage and prioritise and tasks and time efficiently
* Able to demonstrate initiative and a proactive approach to daily tasks
* Demonstrates high levels of integrity and quality of service at all times.

Job Information

Job Reference: 10045_1539158996
Salary From: £32000
Salary To: £35000
Job Industries: IT
Job Locations: Bury St. Edmunds, Suffolk
Job Types: Permanent

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