Our client believes in providing a reliable IT Support Service, able to drive businesses’ forward, rather than slow you down! Based in Heanor, Derbyshire, our client is now able to appoint a new 3rd Line IT Engineer 
 
The new 3rd Line IT Engineer will join a team of skilled IT Engineers, providing administrative support to the growing team. Reporting to the Managing Director, you will be managing a small team, supporting the day-to-day operations of our client. 
 
You as the new 3rd Line IT Engineer will: 
 
• Work on resolve escalated helpdesk tickets 
• Delight clients with a friendly, quick, and helpful experience 
• Provide the client with advanced remote troubleshooting 
• Remote hardware maintenance and support 
• Use the ticket system to work on and resolve helpdesk tickets & service requests 
• Managing and recording all work through our ticketing system 
• Make sure the client documentation is well maintained 
• Split tickets that have several issues into their own individual tickets 
• Make sure that tickets aren’t “stale” throughout the process 
• Review RMM dashboard and apply remediation actions as indicated by the processes 
• Review regularly scheduled/ automated actions as indicated by the process 
• From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Elite Engineer maybe required to help with project delivery. 
• Escalate tickets that require Service Delivery Manager Support 
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue 
• Identify, Communicate and Mitigate potential risks 
• Mentor the “Junior” Service Team Members 
• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Despatcher 
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks 
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues 
• Identify opportunities for improvement and make constructive suggestions for change 
• Contribute to the process of innovative change effectively 
 
Essential: 
 
• Full UK Driving Licence 
• 5+ Years’ Experience in active directory, networking 
• Microsoft 365 
Salary, location and hours: 
• £30,000- £35,000 
• Heanor 
• Monday – Friday 
• 8.00am -17:30pm - flexible  
 
If you are interested in the position of 3rd Line IT Engineer, then please contact our office on 01773 252222 
We invite suitably experienced candidates to apply by following the appropriate links or by contacting Recruit 2 You directly on 01773 252222 who are acting as an employment agency for this hire. 
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