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3rd Line Support Engineer

  • JOB CODE: 0014
  • JOB TYPE: Permanent
  • SALARY/RATE: £30,000 - £30,000 per annum
  • LOCATION: South East

Job Summary

Our client is a leading Software and Services company who are looking to hire a 3rd Line Support Engineer to based out of their office in Southampton. Reporting to the Support Lead, you will assist in providing third line technical support to their Managed Service customers. The successful candidate will require an aptitude for working within the IT Department, to undertake analysis, diagnosis and resolution of problems.

Responsibilities and Duties

  • Take ownership of incidents which cannot be solved immediately with the means of 2nd line support.
  • If necessary, request external support, e.g. from software or hardware manufacturers.
  • If necessary, request third party support, e.g. from customers
  • Restoring a failed IT Service as quickly as possible.
  • If no ad-hoc solution can be achieved, 3rd Line Support will transfer the Incident to expert technical support groups (Consultants).
  • If an unplanned disruption or degradation of service is found, the 3rd Line Support passes on the incident to Problem Management.
  • Liaising with clients throughout the lifecycle of the service ticket.
  • Prioritise and manage multiple tickets.
  • Ensure that any technical issues on a service ticket are escalated efficiently.

Qualifications and Skills

  • Willingness to try new things to influence and embed change.
  • Strong communication skills (both written and verbal) with the ability to establish long lasting rapport.
  • Strong problem solving and trouble shooting skills.
  • Strong influencing, negotiating and decision making skills.
  • Excellent time management, organisational skills, attention to detail and the ability to work to deadlines.
  • Results driven.
  • Reliable and punctual.
  • Positive attitude - acting calmly and positive at all times.
  • Demonstrate initiative.
  • Professional attitude.
  • Exchange 2007/2016 support.
  • Active Directory, Group Policy, DFS.
  • Networking (switches, routers, VLANs, firewalls, VPN).
  • VMware / Other Virtualisation technology (XenServer, Hyper-V, VirtualBox).
  • Citrix (Presentation server, XenApp, XenDesktop, NetScaler, Web Interface, Licensing server, Citrix Secure Gateway).
  • Windows Server OS (2003 R2, 2008 R2, 2012 R2).
  • Print Server.
  • File Shares.
  • Imaging systems (Norton Ghost, ShadowProtect, Windows Deployment Services).
  • Anti-Virus and disk encryption systems (Sophos, Bitlocker, Kaspersky, Norton, ESET, Mcafee).
  • Backup Technologies (Symantec Backup Exec, Veeam, AppAssure, Replay, VMware VDR/VDP, Acronis, Windows/NT Backup).
  • Database Server Applications (SQL, MySQL, PROGRESS, Oracle).


  • Competitive salary depending upon your experience and skills
  • Excellent benefits from day one: contributory pension, life insurance, income protection insurance, childcare voucher salary sacrifice, cycle to work scheme, and employee assistance programme
  • Learning environment working alongside experts in the latest technologies
  • 25 days holidays
  • Exceptional career progression opportunities

Call 0208 944 4180 or Email emmak@eligo.co.uk

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