3rd Line Support Engineer

3rd Line Support Engineer - Permanent, Full-Time position (37.5 hours)

Farringdon, London (hybrid)

£44,997 - £47,365

Metropolitan Thames Valley Housing has a vision that "everyone has a home and the opportunity to live well"; that means working with partners to create sustainable and vibrant neighbourhoods where our customers want to live. With 57,000 homes and more than 120,000 residents and customers, we have a real opportunity to make that vision a reality. Our people care, dare and collaborate to ensure we achieve this People Powered Living.

We have an exciting opportunity within MTVH to provide end users with 3rd-line Technical support in accordance with the achievement of all applicable Service Levels, Customer Satisfaction scores, and KPIs and to be an active escalation point for 1st and 2nd-line engineers in Farringdon, London.

• Working with the Service Desk Manager and the Infrastructure Team, ensure the delivery of day-to-day support to the organisation’s users, covering servers, network, applications, desktops, laptops, telephony, and mobile devices.
• On a rota basis, undertake routine daily checks and maintenance and act as the 3rd line escalation point of contact in resolving user and technical issues.
• Proactively undertake the day-to-day delivery of Infrastructure Service Desk operations, providing hands‑on support to users and back‑end troubleshooting of servers and networks. Front‑end support includes thin clients, PCs, laptops, smartphones and tablets; VOIP telephony, MFDs; and various applications in addition to MS Office.
• Maintain a proactive role in monitoring all requests, incidents, and problems, with complete visibility on the Infrastructure Service Desk.
• Respond to Service Desk phone calls/tickets as needed, focusing on 3rd line tickets and activities, and taking on tickets escalated by the 1st/2nd line Infrastructure Technicians. Escalate when necessary to the Service Desk Manager.
• Contribute to the maintenance and documentation of the infrastructure estate: records of builds, hardware, licences, systems configurations, change requests, systems, and processes.
• Undertake change management of the infrastructure estate.
• Work an out-of-hours shift if asked to, compensated by corporate company guidelines.
• Undertake infrastructure project work and continuous improvement activities as part of the annual work plan.
• Manage relationships with third parties and suppliers.

To meet our commitment to providing safe, high quality services to our customers we will complete a basic background check with the Disclosure and Barring service once an offer of employment is made.