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3rd Line Support Engineer

  • £250 per day
  • Truro
  • Posted: 04/01/2019
  • Contract
  • Job Ref: 809104630

Job Details

My Local Authority client based in the South West is looking for a 3rd line support engineer who can successfully hit the ground running.

Responsible for providing 3rd line support and maintaining the client estate based on current Microsoft supported operating systems utilising a number of supporting technologies including Microsoft System Centre Configuration Manager and RES workspace one.

Key duties will include:

The progression of incidents and problems in line with targets and commitments held within the Service Level Agreement (SLA).
Production and reporting of technical performance information appropriate to the area in which the role operates.
Monitor actual trends in system activity, agree policies for future developments and optimise performance at both a solution and operating system level appropriate to the area in which the role operates.
Availability Management across infrastructure and solutions appropriate to the area in which the role operates.
Involved with formal projects and change requests, ensuring tasks are completed in a timely manner in accordance with current standards, policies and procedures.
Creation and implementation of procedures relating to the deployment and use of Information Service solutions.
Ensure quality data exists within Information Services data sets (e.g. Configuration Management System, Call Management System, Customer database).
Be aware and adhere to applicable policies and processes within Information Services (e.g. Incident Management; Change Management; Configuration Management; Procurement)
Be aware of and adhere to all security policies and procedures relevant to the role.
Production of documentation and processes across all environment in which
the role operates.

The organisation currently leverages a combination of Silent installation of MSI and other packaged applications and App-V. Extensive experience of supporting software deployed in these ways is essential.

Experience in troubleshooting client issues concerning software deployment, removal and functional issues. Familiar with standard tools for examining application behaviour, processes, threads and binary files.

The ability to locate, analyse and understand log files, whether related to the OS, SCCM or individual applications is also critical.

Experience in identifying relevant Group Policy settings as required for software deployment or application troubleshooting, within a large organisation.

Excellent understanding and experience of Microsoft System Centre Configuration Manager. To include in-depth knowledge of SCCM deployment types, security contexts and install/service accounts, application detection, error code handling, and familiarity with common SCCM deployment failure modes. Knowledge of deployment SCCM logs essential.

Experience of administering large-scale user virtualisation technologies such as Real Enterprise Solutions (RES), Appsense or Microsoft UEV, especially within a physical (non-VDI) client estate.

You will need:

Certification in and/or relevant and recent in-depth experience of current Microsoft desktop operating systems support, maintenance and deployment; desktop application packaging and management solutions;
remote support tools; systems hardware management, diagnosis and testing; desktop solutions design and provisioning; Microsoft Active Directory; group policy; user requirements assessment, interpretation
and solutions specification.
Proven ability to act as a subject matter expert in SCCM and related technologies as well as the capability to guide and inform junior technicians in these areas throughout the service in the course of their work.

Experience of Managing, analysing and resolving SLA service management events in line with our SLA obligations using ITIL methodology.

This role is initially for 3 months with a possible extension of 6 months.

My client is offering £250.00 Per Day depending on experience, INSIDE IR35.

If you or know anyone who would be interested, please get in contact and call Remy on 0121 230 9111.