The primary objective of the Helpdesk is to provide ongoing support and assistance to customers for any product related issues. A secondary purpose is to provide internal desktop support to all staff.The 3rd line Support Engineer is an important part of the Helpdesk team, providing customer software support for DEMS related issues, undertaking analysis and diagnosis, and implementing solutions within agreed timeframes. Key Responsibilities of a 3rd Line Support EngineerDEMS/Software Support• Act as the escalation point of contact for all reported issues or queries (via telephone or email) relating to DEMS.• Receiving, logging, and tracking all DEMS/software cases and communicating the status/resolution to the customer for escalated Software issues.• Troubleshooting and resolving complex DEMS related issues. • Escalating unresolved calls to the product engineering and development team providing full documentation and explanation of the issue, to enable them to provide a suitable fix or patch relating to the issue.• Maintaining a high degree of customer service, ensuring calls are logged, issues updated and calls closed or escalated as required, in a timely fashion and in line with service level agreements.• Provide training and rollout support on DEMS internally and externally as required.• Arranging for additional technical support where problems cannot be resolved within the support team. Act as escalation point of contact for third party suppliers (such as Microsoft)• Escalating cases where necessary.• Updating documents with the customer requirements for a successful rollout of DEMS and Camera solution. • Providing remote and where necessary on-site installation and upgrade of DEMS systems to the customer.• Providing set up and monitoring of cloud-based systems / servers / Web apps to ensure uptime for end customers is achieved.• Providing out of hours support on a rota basis with other members of the support team for designated enhanced customer support level.Internal Desktop Support• Providing desktop and server support. • Undertaking small-to-medium sized IT projects as required d then and managing the project to meet objectives.• Planning and recommending enhancements to ensure that the Helpdesk capacity meets current and future business requirements in a cost effective manner.• Setting up new users and disabling expired accounts in accordance with HR requirements. • Setting up and configuring new laptops and desktops.• Installing authorised software to laptops and desktops.• Creating and maintaining system access matrix.IT Lead Responsibilities • Managing third party software applications • Managing third party IT suppliers in the execution of IT Support.• Monitoring cloud customers and internal test system for DEMS360 software.• Providing a base line monitoring Blueprint / Typical profile of systems deployed.• Working collaboratively with Senior Third Line support to assist and undertake installs for cloud systems.Key Competencies of a 3rd Line Support EngineerTechnical Skills• Windows Servers (setup and maintenance).• Active Directory.• Maintain and configure laptops, desktops and mobile devices.• Networking, switches, routers and firewalls (DNS, DHCP, TCP/IP).• MS Exchange.• MS SQL experience. • Knowledge/experience of Azure Portal• Software installs and upgrades.• MS Office.Professional/Personal Skills• Reliable self-starter that is service driven that enjoys getting the job done.• Can think through problems, troubleshoot in a methodical manner and escalate as required.• Can undertake small/medium projects.• Has a good understanding of IT security.• Likes to build resilient solutions.• Is always open to learn new skills and adding value.• Has good documentation and communications skills.• Ability to work out of hours if required• Police vetting will be a requirement for this role.Benefits• Private Medical Insurance• Birthday Off• Purchase up to an additional 5 days of holiday.• Employee Assistance Programme• We aim to finish work at 2pm on Fridays.• We embrace hybrid working and, where it is operationally practicable• Pension scheme via NESTDue to the large volume of applications we receive for each position we will only be able to respond to applications received with the relevant skills. Should you not hear from us within a week, unfortunately on this occasion your application has been unsuccessful.March Recruitment is an equal opportunities employer and complies with all relevant UK legislation. Please note that by applying for this vacancy you accept March Recruitment's Privacy Policy and GDPR Policy which can be found on our website and therefore give us consent to contact you.Consultant: Donna Jackson
Back to search3rd Line Support Engineer
March Recruitment
Posted a day ago, valid for 23 days
Epsom, Surrey KT18 7EW, England
£32,000 - £38,400 per annum
Full Time
Retirement Plan
Employee Assistance
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Sonic Summary
- The Helpdesk team seeks a 3rd Line Support Engineer to provide ongoing software support for DEMS-related issues and internal desktop support.
- Candidates should have at least 3 years of experience in a similar IT support role.
- The position offers a salary of £40,000 per year, along with various benefits including private medical insurance and a pension scheme.
- Key responsibilities include troubleshooting complex issues, managing third-party IT suppliers, and providing training and support for DEMS systems.
- The successful candidate will need to demonstrate strong technical skills in areas like Windows Servers, Active Directory, and networking.
