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3rd Line Support Engineer Job Description

Job Overview

To provide technical support for server infrastructure and LAN WAN networks for external customers, assisting them through onsite support and consultancy.

Duties and Responsibilities

  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • To consult on infrastructure problems and provide suitable networking solutions
  • To take ownership of user problems and be proactive when dealing with user issues
  • To log all calls on the call logging system and maintain full documentation. Maintain a log of any software or hardware problems detected
  • Respond to enquiries from clients and help them resolve and hardware or software problems
  • To resolve all IT issues with a professional manner and allocate more complex service issues to the relevant IT Support member

Skills / Attributes Required

  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 2003 / 2008 server and Exchange Server 2003 / 2007 /2010
  • Excellent telephone manner and client facing experience
  • A Microsoft certification such as an MCSE or MCITP is desirable
  • Other industry standard qualifications and advantageous

Typical Salary Range

£30,000 to £40,000