2nd / 3rd Line Engineer

Role Description

We are looking to recruit a talented and committed 3rd line Support Engineer to perform a key role in assisting our clients and internal staff with an escalation point for technical queries.

The successful candidate will be involved with a variety of service desk, desktop, telephone, remote and client facing support and will both assist and lead on consultancy and other projects when required.

Applicants must have excellent customer service and quality management skills, must be able to work alone and as part of a wider team. The ideal candidate will also have experience of working in a fast-paced working environment, where constant update of knowledge in both the technical and procedural aspects of the job are paramount.

Key Responsibilities

Service Desk

  • Provide second and third line support to customers and Oriium Flexsupport service desk
  • Support the 1st and 2nd line team to resolve issues that come into the service desk acting as a point of escalation for more technical issues
  • Ensure that tickets are resolved in line with service level targets
  • Ensure that tickets are worked in line with Oriium process
  • Proactively help resolve tickets where required
  • Cover 1st and 2nd line for Holiday/busy periods

Projects

  • To lead and liaise with Oriium partners to assist on technical projects as and when required
  • Scope out initial project plans, stages and tasks
  • Manage project stages in line with timescales and budget requirements
  • Manage risks effectively and communicate risks to management
  • Communicate project updates to the wider project team and key stakeholders

Technical Operations

  • Maintain Oriium and Oriium Client systems that fall under the scope of contracted services
  • Manage schedule of maintenance and upgrade to technical infrastructure
  • Ensure Oriium accreditations are upheld
  • Update and maintain technical knowledge bases
  • Update and maintain technical documentation sets
  • Ensure knowledge transfer and in-house technical training is in place for Oriium

Key Technical Skills

  • Windows OS/Server
  • Microsoft 365
  • Cloud Hosted Solutions/Storage (Azure/Amazon/Google etc.)
  • Active Directory / MS Exchange and MS Office 365
  • Wireless network design, implementation and management
  • Hyper-V/VM Ware
  • Apple OS X and iOS devices (not essential but highly beneficial)
  • Network devices, e.g. firewalls, UTMs, switches and routers

Key Competencies

  • Oral and written communication skills
  • Learning skills
  • Customer service orientation
  • Problem analysis and problem solving
  • Team interaction
  • Excellent attention to detail
  • Driving license and own transport

Applications

Interested? Send us a covering letter along with your CV to recruitment@oriium.com.

Closing Date: 31st October

Ready to find out how we can help your business? Call 0800 0216555.

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