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3rd Line Support Engineer

Salary:
28,330 P.A. ?
Location:
St. Albans
Company:
Modality Systems

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Leading global Microsoft Practice are now seeking talented Engineers to join the team

Level 3 Support Engineer

Modality Systems Managed Services - About Us

Modality Systems, part of the GCI Group, is an award - winning Microsoft practice with specialism in outsourced Managed IT services with a global presence. We help Enterprise organisations to realise their business value through transformational impact of Modern Work Place Technologies, pro-active Security services, leading Cloud based technologies including Microsoft Azure and LAN, WLAN, WAN services. https://www.gcicom.net https://www.modalitysystems.com

About the role

Modality Systems Support Engineers are responsible for resolving incidents and problems, providing advice and guidance, and completing service requests that are escalated to the Modality Systems Service Desk. These ‘tickets’ are escalated directly from a client’s own in-house Service Desk and are raised in Modality Systems’s Service Management tool.

Support Engineers are expected to triage then attempt to resolve support requests and report to end users the status of resolution at regular intervals until the request is fully resolved.

Where the support request is not resolvable by 2nd line Engineers, the ticket will be escalated to Modality Systems 3rd line Support Engineers for assistance or for resolution.

Key Responsibilities will include but not limited to:

  • Resolving of incidents/requests from clients
  • Escalate and liaising with 3rd party vendors on incident resolution as required (E.g. Microsoft)
  • Monitoring of customer environments and initiating actions to resolve issues identified
  • Server operating system and application patching
  • Ensuring SLA targets and KPI’s are met
  • System administration including the commissioning of new features
  • Involvement in the Problem and Change management processes (E.g. Providing technical Root Cause Analyst information)
  • Understanding management requirements, collecting data, delivering analysis and identify improvements

Skills, traits and experience:

  • Technical knowledge of Microsoft O365
  • Technical knowledge of Microsoft Skype, Microsoft Teams and the Microsoft Server family
  • Technical skills in any of the following technology areas would be a significant advantage:

o ServiceNow service management system

o Networking knowledge (networking protocols, firewalls, reverse proxies/load balancers)

o Ribbon and/or AudioCodes session border controllers (SBCs)

o Contact centres (EICC, Anywhere365, etc.)

o Audio/visual endpoints (Polycom, Audiocodes, Cisco)

  • A working knowledge of ITIL standards and practices, including incident management
  • Good interpersonal skills and an ability to communicate effectively
  • Strong analytical and troubleshooting skills
  • Mature and presentable
  • Strong organisational and time management skills
  • Comfortable with owning and resolving technical issues
  • Ability to work as part of a team across time zones and to share information and lessons learned with the wider Modality Systems technical team
  • A desire to progress within the company. Modality Systems encourages and supports personal development (technical and ‘soft skills’) and has a clear progression plan for support individuals who wish to move up through the various support levels and throughout the wider company.
  • Comfortable with owning and resolving technical issues
  • Ability to work as part of a team across time zones and to share information and lessons learned with the wider Modality Systems technical team
  • A desire to progress within the company. Modality Systems encourages and supports personal development (technical and ‘soft skills’) and has a clear progression plan for support individuals who wish to move up through the various support levels and throughout the wider company.

What we’d like from you

To deliver the best for our customers, the people in Modality Systems also need to be the best. Therefore, we look for colleagues who demonstrate dedication and passion to a shared goal, who work well with others and who genuinely love what they do. A willingness to learn and quickly adapt is a must, as well as the drive to succeed.

Why choose a career with Modality Systems?

At Modality Systems, we have several goals. We’re a leading Microsoft Partner and want to keep expanding our product portfolio and customer base. But most importantly of all, we want to continue to provide the very best technological solutions to our customers in order to help them achieve digital transformation. And underpinning this is more than 500 talented professionals whose hard work is recognised and rewarded accordingly.

Modality Systems recognise the importance in creating an environment that supports personal development to enable individuals to reach their full potential. With so many varied roles across the company and excellent training and development programmes available, at Modality Systems the opportunities for growth are endless.

If you think you have what it takes to become part of the Modality Systems team, then don’t hesitate to apply now!

A note for agencies

Modality Systems have a world-class, in-house Recruitment Team who work hard to successfully find the very best candidates. Therefore, unfortunately we cannot accept any agency submissions for any of our roles.

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