3rd Line Support Engineer
- Location: Worcester
- Job Type: Full-time
- Starting Salary: £42,005 (includes a 5% market supplement, reviewed annually)
- Salary Range: £42,005 - £47,823 (most candidates start at the bottom of the pay scale)
We are seeking a 3rd Line Specialist Technical Support Engineer. This role involves providing high-level technical support, supervising local team members, and contributing to an efficient and effective customer service. The successful candidate will ensure the best level of service in terms of ICT services, specialist applications, and equipment.
Day-to-day of the role:
- Provide level 2 and 3 technical support, problem-solving, and customer service.
- Manage and collaborate with suppliers/partners to deliver seamless service provision.
- Create and maintain documentation and knowledge base articles for service teams and customers.
- Diagnose faults with technical systems, escalate as necessary, and ensure effective resolution.
- Stay informed of emerging technology and industry best practices.
- Support the operation and control of the ICT estate to meet the organization's needs.
- Contribute to the team and department's objectives and the overall vision of the directorate.
- Delegate for the Specialist Technical Support Level 4 as required.
Supervisory Responsibilities:
- Lead and manage a team, ensuring high levels of motivation and professional standards.
- Monitor and manage team performance, addressing issues and improving performance.
- Assess and develop individual capabilities and development needs.
- Coordinate team activities, manage priorities, and maximize resource efficiency.
- Ensure proper handling of information and record keeping in alignment with policies.
- Monitor and report on team expenditure to ensure value for money.
- Evaluate and improve processes and practices for continuous improvement.
Required Skills & Qualifications:
- ICT professional qualification (Level 5) or equivalent.
- Professional Management qualification (Level 5) or equivalent.
- ITIL certification in IT Service Management or similar.
- Extensive knowledge of IT technologies, applications, and best practices.
- Substantial experience in a specialist technical support environment.
- Experience in managing complex IT issues and major incidents.
- Proficiency in Microsoft Products, Network, VMware, Storage, various OS environments, and business applications.
- Excellent communication skills and a positive, flexible approach to work.
Desirable:
- Level 3 Team Leader/Supervisor qualification or equivalent.
- Experience of developing (DevOps) in Power Apps / Automate and M365 and experience of developing (DevOps) in RPA is desirable
Special Conditions:
- Participation in on-call rota as required.
How to Apply:
Please submit your CV detailing your relevant experience and qualifications. Your application should demonstrate how you meet the competencies and values required for this role.
Note: All candidates must have UK residency for the last 5 years for vetting purposes.