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IT Service Desk Engineer - 3rd Line

Job information
Salary £22,000 - £26,000
Organisation D&D Network Services Ltd
Closing date 12 pm on 30 October 2017
For more information contact

Applications to:


The role has responsibility for 3rd Line IT Service Desk support to customers, assisting them with incidents, problems, service requests and changes via phone, email and remote support.

Key Responsibilities:

  • Answer and accurately log all customer support calls via the CRM system
  • To provide high level IT support to customers, ensuring that issues are resolved quickly and efficiently minimising any impact
  • Assisting 2nd and 1st Line engineers progress IT cases
  • Ensure customers are kept up to date with the progress of logged support calls
  • Diagnose and resolve system or user problems both remotely and over the phone
  • Responsible for tracking and progress-chasing of incidents to conclusion and in line with SLAs and quality standards and to the expectations of the customer
  • Liaise with colleagues to provide quick and effective resolutions to customer incidents and requests
  • Work with third parties to effectively resolve customer calls
  • Escalation and management of faults with third parties
  • Undertake testing of IT hardware and software prior to installation/rollout, also required undertake surveys and audits as and when necessary.
  • Fix hardware faults and install upgrades to clients’ hardware
  • Setting up and configuring of new laptops, desktops, Macs and other client devices including tablets and smart phones.
  • Organise and prioritise own workload so as to minimise disruption due to interruptions
  • Plan and manage routine repairs and upgrades and respond to unexpected faults/failures
  • Ensure all major issues are escalated
  • Attend on customer sites to complete scheduled engineer visits

Technical Skill Requirements:

  • Deployment, configuration and administration of Microsoft Client Operating Systems
  • Configuration, management and administration of MS Server Operating Systems
  • Microsoft Office Suites deployment, install, configuration and administration
  • Exchange Server Management and Administration tasks
  • Microsoft Office 365 configuration, administration and on-going management for customers
  • Active Directory Configuration and Administration including group policy setup and management
  • User setup and management including mailbox administration, security permissions and other user attributes configuration and management
  • Hyper-V and VMWare
  • Symantec Backup Exec, Veeam, Backup Assist & any other backup solutions (Inc. robotic libraries and online pooled storage etc.)
  • Knowledge of TCP/IP, DHCP and DNS
  • LAN & WAN communications including router & firewall administration
  • Understanding of WSUS
  • Understanding of Microsoft Azure

Working Hours 08:30-17:30 Monday to Friday based in the D&D Worcester Office some travel to customer sites may also be required.

Job Type: Full-time. Permanent

Location: Worcester

Hoople Ltd is working on behalf of our Client as a Recruitment Agency.