3rd Line Engineer - DV Cleared

  • Job ref:


  • Location:

    Milton Keynes, Buckinghamshire

  • Sector:


  • Job type:


  • Salary:

    £330 - £365 per day

  • Contact:

    Tom McParland

  • Email:

  • Published:

    almost 3 years ago

  • Duration:

    12 Months

  • Start date:


  • Consultant:


3rd Line Support Analyst - Wintel AD

Milton Keynes (based on client site)

DV Cleared

A fantastic opportunity has arisen for 3rd Line Unified Infrastructure Support Analysts to join our 3rd line support team based onsite at customer site location in Milton Keynes. The successful candidate is required to support the customer estate, providing proactive and reactive support of the estate management, including resolution of incidents, root cause analysis and completion of change requests. The roles will focus on incidents, increasing the first time fix rates, ensuring SLA's are met, and wider call management.

Roles & Responsibilities:

* Call and incident Management

* Respond to service calls and resolve incidents to ensure SLA targets are achieved

* Increase the First Time Fix rate

* Adhere to escalation procedures

* Assist with technical escalations for other team members

* Monitor call queue and follow up with specialist support teams for resolution

* Adhere to customer and Security Policies

* Contribute to and use the sites procedure file

* Participate in team and sector meetings

* Utilise the Remedy tool suite to monitor progress of all incidents

* Ensure accurate completion of all incident records and associated paperwork

* To monitor and update the call management system as required

* Assist with SLA reporting

Key Requirements:

* 5+ years' experience Manage, Maintain, Configure & Trouble Shoot of large enterprise environments.

* 3+ years with either; VMware/Hyper-V, Windows Server 2003/2008/2012, Windows Active Directory, Websense & IIS/ISA

* Currently holds SC or above clearance level.

* Has a good understanding of ITIL Service Operations; Incident, Request, Problem & Change Management as it relates to a support role

* Able to communicate clearly with peers as well as management

* Self-driven and resourceful to achieve goals independently as well as work well in groups

* Flexibility to adjust to changing requirements, schedules and priorities

* The ability to socialize ideas, make recommendations and gather team consensus to move forward

* Excellent communication, writing, meeting facilitation skills

* A software technical qualifications, i.e. MCSA, Hyper V, VCP

* Familiarity with creating & using Powershell scripts to simplify repetitive tasks

* A broad technical knowledge of Cisco Technologies, (LAN/WAN) and a good overall understanding of Firewalls.

* Relevant technical qualifications, i.e. CCNA/ CCNP


* In depth experience in a 3nd Line Support capacity, with demonstrable experience of resolving incidents in complex environments

* Good understanding of IT infrastructure, with particular server knowledge (Windows Server 2003 - 2008 )

* Accurate and logical problem solving skills

* Ability and desire to excel in a team environment

* Active Directory deployment/configuration/troubleshooting skills/ Group Policy

* Networking, including DNS & DHCP

* Windows Server; 2003/2007

Skills Desired:

* WebSense & Threat Management Gateway

* IIS , ISA & Forefront Unified Access Gateway

* Virtualisation (VMware or Hyper V)