Engineer

• Respond to incidents logged in the Incident Management system and provide end users with a technical solution.
• Provide a point of technical escalation and expertise.
• Resolving technical issues escalated from 2nd line support.
• Investigating and diagnosing complex technical issues.
• Providing solutions to critical technical problems.
• Collaborating with other teams to resolve technical issue.
• Maintain technical accreditations in line with catalogued services.
• Recommend and deploy changes via the change management process when required.
• Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
• Work with consultants to better understand issues and solutions.
• Provide technical assistance to on-going projects and the transition of new customers when required.
• Join the on-call rota and provide support out of hours.
• Escalate and work with vendors when required.
• Manage and complete scheduled tasks when required.
• Raise potential service issues initially with Team Leader/Service Desk Delivery Manager /Service Delivery Managers.
• Escalate potential problem issues with Problem and Incident Management.

3rd Line Engineer

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