3rd Line Remote Support - West Lothia

My client is a highly dynamic IT Services organisation with a strong presence across the UK. They currently have a role for a 3rd line remote support engineer to join their team in West Lothian.

The Remote Operations Engineer provides 2nd to 3rd line IT support to external customers and internal systems. Working from a call logging system where tickets are generated either by the end user reporting a fault or through our monitoring system.

- This will also include some project and change request work when required.
- Deliver 2nd- Build standard remote agents to support remote monitoring and reporting.
- Deploy agents to new customers, update agents on current customer base and delete agents as necessary.
- Manage, maintain and record work assignments to ensure they are achieved within the agreed SLAs.
- Log all undertaken works in the Service Desk system with required info accordingly, customer contact, regular updates and closure.
- Take ownership of specific customers and develop Service Improvement Plans for customer set.
- Communicate with customers on a frequent basis as to status of outstanding works held under your responsibility.
- Liaise directly with Field Service Engineers and Consultants to resolve issues which require on-site involvement.
- Prioritise assignments as required unless instructed otherwise by the Prime Support Service Desk Manager to enable accurate planning for all incidents.
- Ensure all documentation for Incidents and Projects is completed either on or ahead of schedule.
- Work with Remote Operations Team Leader and Support Teams to ensure all colleagues understand the customers services and systems operational processes.
- All incidents assigned to you are delivered to the SLA priority or escalated accordingly to get resource or assistance as required.
- Flag escalated issues to Service Operations Manager prior to customer escalation.
- Ensure accurate time recording of incidents and projects within the Service Desk system at all times.

The successful candidate will have:
- 2nd level support skills moving to 3rd
- Strong SCCM skills
- Ability to troubleshoot and resolve network issues
- Ability to configure switches, routers and firewalls
- Understanding of self-limitations and when to ask for help
- Have confidence in dealing with customers at all levels and provide a credible and professional approach.

- A solid understanding and experience of troubleshooting and administering technologies such as Microsoft Desktop Operating Systems, Server Operating Systems, Active Directory, MS Exchange, MS Office, MS Teams, MS SharePoint, VPN, Firewalls, VMware, Security and Microsoft Systems Centre Technologies.

- You must have strong SCCM skills
- Proven competency for solving complex customer problems, priority setting and delivering results quickly.

This is an excellent opportunity to join a dynamic and successful organisation