- Maintain 3rd line support tickets correctly and keep the customer updated with progress every day
- Work within the 3rd line team to resolve customer issues remotely via telephone, email and remote support sessions
- Act as a point of escalation for the 2nd line team as well as off-site support staff
- Work with off-site support staff to promote a seamless and collaborative support service
- Take ownership of the entire support process end to end and be the primary customer liaison for the issue
- Build excellent customer relationships and ensure service excellence is delivered at all times
- Work with third party vendors including Microsoft, Citrix and VMware until issue resolution
- Provide on-call services as part of a shift rotation pattern
- Build and maintain strong relationships with internal and external stakeholders to build confidence and promote NOC services
- Handle difficult calls and resolve difficult customer situations through excellent communication and direct stakeholder engagement
- Windows Server (including 2016, 2019, 2022)
- VMware ESX/ESXi and vCenter
- SAN Technologies
- Exchange On-Premise, DAG and Hybird
- Microsoft 365 including Intune and Autopilot
- Microsoft Azure (including tenancy management, networking configuration, cost management etc)
- Azure Virtual Desktop
- Citrix XenApp, XenDesktop and Netscaler
- Microsoft Hyper-V and failover clustering
- TCP/IP, VLAN, switching, routing and firewall configuration, VPNs and WAN environments
- Certificate Services / Certificate Authority
- Virtual server backup technologies such as Veeam
- Microsoft SQL
- Microsoft SCCM, SCVMM and SCOM
- Web and email security products
- Two-factor authentication
- Corporate wireless systems
- A base salary of up to £39,000 per annum
- An annual bonus scheme of £3,000, paid quarterly upon successful achievement of KPIs
- Hybrid working structure with the flexibility to work from home for part of the week
- A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
- An enhanced family leave package to support you and your growing family
- Life Insurance that offers a payment equivalent to four times your annual salary
- Access to confidential support through our Employee Assistance programme and wellbeing support including a 24-hour GP service and physiotherapy
- Free and expert mortgage and remortgaging advice for all members of the team, friends and families from leading broker Charles Cameron & Associates
- Other benefits such as charity volunteering opportunities, pension, cycle to work scheme, flexible working structure and more
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3rd Line IT Engineer - Cheltenham, United Kingdom - Commercial Limited
Description
Join our team as a 3rd Line IT Engineer and tackle the most challenging and complex issues our clients face. As a dedicated professional, you'll strive to deliver high quality service to both internal and external customers. With your robust technical expertise spanning various disciplines, you'll earn the respect of your colleagues and clients. If you're ready to make a difference and thrive in a fast-paced environment, we want to hear from you
Your responsibilities as a 3rd Line IT Engineer will be:
About you
A minimum 5 years relevant experience with the technologies listed below, ideally with a Microsoft MCSA, Citrix CCA (or higher) and VMware VCP (or higher)
It would also be beneficial to have experience of:
About us
We are proud to be a successful, purpose-driven organisation that is on an exciting journey to achieve an annual turnover of £100m by 2025.
Commercial are business transformation specialists. We transform business impacts and experiences by applying original thinking to everyday practices.
We specialise in Managed IT, Smart Technologies, Managed Print Services, Technology, Interiors, Office Supplies, and PPE, Facilities and Workwear.
We invest in our people so they are experts in their field, excel within their environment and continue on a journey of growth and development, personalised to them.
We are #commercialbynature.
Benefits
We commit to ensuring all our employees feel truly valued and appreciated for the work that they do, every day. As a member of the Commercial tribe, you will receive the following:
Training and Development
We are committed to offering training and development opportunities for career growth, 86% of our senior managers and 62% of our directors have been promoted within. This role could be a great starting point for someone who is looking to progress their career within an ambitious and growing company.
Diversity & Inclusion
Together, we are committed to attracting, including, inspiring, and developing our teams no matter their background, belief or way of life.
We embrace everyone's unique perspectives and create a genuine belonging for all.
Our employees are who we are and create the brand we are today; we make better decisions and create a consumer-focused environment.
At Commercial, we look to hire the very best people for our roles. We welcome all applicants regardless of your race, ethnicity, gender, religion, disability, age or sexual orientation. Even if you don't feel you completely fulfil all the requirements for this vacancy, we still encourage you to apply. It is our commitment to provide equal opportunities for all.
Please visit our website for further information about us and to view our job applicant privacy notice.
