3rd/2nd Line IT Support Engineer

Job Title – 3rd/2nd Line IT Support Engineer

Reporting to – Senior Service Delivery Manager

Location

• Based between sites in Hayes, Chertsey, Enfield and Farnborough data centres

Salary

• £35,000 - £42,500 depending on experience

Full UK driving licence and own vehicle required

Please Note: Due to security clearance restrictions applicants must be authorised to work and based in the UK for at least 5 years

The role requires a full-time on-site presence across multiple sites (although there will be an agreed primary location) and there is no hybrid option.

About Trust Systems:

Trust Systems offer critical Digital, Network and Cloud solutions ensuring scalable infrastructure for their market leading clients. We pride ourselves on high customer satisfaction and offer a client facing service desk to ensure a smooth running of these solutions. Since 2006, we have created hardware and software solutions, recently the cloud-based solutions have been developed to optimise client’s efficiency and capability to grow.

Trust Systems offer a collaborative working environment where you are encouraged to think outside of the box when resolving issues. You will be fully supported in your role and will have access to relevant courses to broaden your skills.

The role will involve providing effective “2nd / 3rd line” firewall and network support, troubleshooting and management of the firewalls and networks that support the data centre operations. You will also be involved in deploying new equipment which may be as part of a rolling upgrade programme or providing project assistance for new buildings and campuses

Key responsibilities:

• IT queries escalated from the service desk team such as software and hardware related faults and security patching
• In addition, the successful candidate will assist in some onsite project-based installation work. New equipment and systems as required.
• Managing cases via the ticketing system (Service Now)
• Monitoring via Intune, MECM, patchmypc
• Utilising skills and knowledge to assist customers with case resolution, monitoring case escalations
• Meeting set KPIs
• The role is part of an on-call rota of IT Engineers to provide support to the 24x7x365 1st/2nd line service desk
• The role involves occasional evening, bank holidays and weekend work where necessary to fulfil the demands and requirements of the client, for example change activities

The ideal candidate:

You must have proven IT Support experience gained in a similar role and have completed relevant training such as Microsoft Certifications or equivalent course. Technically, you will also need to demonstrate an understanding of IT and Server technologies including management and support of a large VMWare / Hyper-V environment.

You must also have first class skills in written and spoken English with excellent grammar, along with an organised approach and an ability to prioritise.

Key skills, experience and qualifications:

• Microsoft Certifications or equivalent experience (required)
• IT administration, troubleshooting and installation skills (required)
• VMWare, Hyper-V, Nutanix, Veeam management/troubleshooting (desirable)
• MECM, Intune, patchmypc Management/Troubleshooting/Configuration (desirable)
• Configuration experience with remote access and site to site VPN’s (desirable)