Senior Technology Engineer (3rd line)

Job Title: Senior Technology Engineer (3rd line)
Location: Cardiff Bay, Wales
Salary: £32,000 to £38,000 per annum based on experience
Department: Group IT & Security
Reports To: Service Desk Manager

Reporting to the Service Desk Manager, the 3rd line Service Desk Technology Engineer is responsible for the entire lifecycle of on premise and cloud based architecture and end user services. The role will require a proven technical background across a variety of Linux and Microsoft based operating systems and applications.

The nature of the role will be to work on escalations from the Service Desk team along with keeping the lights on and sometimes taking on large scale global projects.

The ideal candidate will have some network engineering experience and strong Windows Server knowledge. Experience working in a collaborative team environment is seen as highly desirable along with a willingness to travel and to participate in a 24/7 on call rota as required.

Main responsibilities

• Provide technical expertise for the following:
o Server and storage infrastructure
o Availability monitoring / report tools
o Core Network services
o Capacity management & availability
o Office 365
• Troubleshoot and resolve network and desktop/laptop/server problems
• Take a role in the analysis and resolution of problems and where possible provide a first time fix for IT incidents and requests escalated from Analysts
• Document resolutions for future reference using IT Service Desk software
• Ensure that calls assigned to 3rd line are being dealt with and meeting SLAs
• Monitoring of Event Management Toolsets and taking the appropriate action for alerts that are generated
• Supporting global infrastructure strategy planning
• Assist engineering with the production and management of the Capacity Plan
• Mentoring other team members
• Work with other teams on problems and projects when needed
• Supporting the development of, and adherence to standards and processes
• Promoting continuous improvement and best practice within the department

Core Skills
• Using ITSM solutions (i.e. Assyst, Remedy)
• Windows server support (2008 / R2 & 2012/ R2 & 2016)
• Core Network management, monitoring and reporting
• Extensive FTP, SFTP DNS, DHCP, TCP/IP experience
• Good understanding of firewall rules and proxy configuration
• Active Directory Management & GPO maintenance across multiple domains
• Citrix (XenApp)
• Exchange (2007, 2010, 2013)/Office 365 configuration and support, including Intune, Compliance & Security
• VMWare 5.x / 6

• Administration of Solarwinds (NPM/SAM/VMAN), Site 24/7 & PRTG
• Experience of AWS hosted systems and services


4+ years’ experience:
• working in an enterprise IT support function
• supporting windows server environments
• supporting Exchange server
• supporting Citrix

• MCSE Windows Server Certification
• CCNA or CCNP Certification
• ITIL Foundation Level Certification