3rd Line Engineer (Field Service) – ML582

Department: IT Department, Manchester
Location: Manchester, Wythenshaw
Closing Date: June 21, 2024

Job Summary

Provide 3rd line support to multiple sites throughout Manchester and across the UK & Ireland.

 

The position based initially at our Wythenshawe site in Manchester, will relocate to our Hyde Road garage early in 2025 as this site opens. Reporting to the Service Desk Manager, you will respond to service desk requests for assistance and advice from the various offices we operate from within the UK and EU. Requests will be recorded or assigned, you will be expected to manage your time effectively visiting our other Manchester garages providing assistance to our user base that exceeds their expectations.

 

The Service desk function operates from several sites throughout the UK and Ireland, operating as a key part of the team, you will also mentor and assist junior members of the team whilst sharing your knowledge.

Main responsibilities

  • Providing support to users across multiple garages in the Manchester area, you will prioritise our Manchester garages whilst resolving issues that may affect our other business’s.
  • You will be required to record activities and time within our service desk recording system, including details of subsequent updates and resolutions. Monitor the helpdesk system for any new calls logged by users, assigning any relevant requests to the Reporting & Development teams.  Responsible for completing investigation for each incident, escalating where necessary. Responsible for providing continuous improvement to the IT service that the team provides the business.
  • Complete the Daily and Weekly Checklists including but not limited to; backups, overnight batch jobs, scheduled updates, error log checking etc
  • Follow the starter and leaver process to create, amend and delete users in Active Directory and all other systems used within the Business.
  • Complete software change rollouts to the Business bespoke systems, complying with the Change Control process.
  • Update and maintain the software and hardware asset registers to reflect asset movement, addition or disposal.
  • Build, maintain and upgrade user PC’s, Laptops and other associated hardware, installing and configuring required software.
  • Be part of the callout Rota providing 24 x 7 out of hours support to for Business systems, Garages, Call Centre and Operational staff.
  • Establish and maintain co-operative and productive work relationships with peers and help to improve team processes.
  • Maintain the Data Centre environmental and monitoring equipment.
  • You may at times be required to provide guidance for junior member of the team.

The above list is not exhaustive

Essential criteria for application

  • Demonstrable experience working in a 3rd line support role.
  • Must have significant experience supporting: Apple, Microsoft Windows, Office locally installed and Cloud, Windows Active Directory, Citrix, Exchange. Office 365 is used significantly within the business and you will be expected to resolve user issues without assistance.
  • Experience of automated deployment for equipment builds.
  • MDM management to deploy and maintain user mobile equipment.
  • Software installation both manually and central management
  • Confident when demonstrating the correct use of IT equipment
  • Able to communicate both physically and virtually as required
  • Setup and configuration of printers
  • A knowledge of basic networking concepts
  • Knowledge of enterprise wireless concepts
  • Confident in provisioning both users and equipment to corporate standards
  • Clean driving licence

Competencies & skills

  • Expected to deal with clients at all levels by phone, email and in person.
  • Strong interpersonal skills, with ability to develop strong working relationships.
  • Have an awareness of the functions, operations and technology employed within our businesses
  • Follow procedures for installing, configuring, upgrading, troubleshooting and repairing applicable software, hardware and peripherals.
  • Able to explain technical concepts and procedures to non-technical users.
  • Able to organise own work, setting priorities, be proactive and meet agreed SLA’s and project timelines.
  • Strengths in logical analysis, and an ability to think creatively to deliver solutions.
  • Skills in adapting, multi-tasking and troubleshooting.
  • Good verbal, written and interpersonal communication skills.
  • Have a professional and patient manner when supporting users.
  • Use initiative and independent judgment within established guidelines and procedures.
  • Present a professional image when representing our technology function .
  • Demonstrate ability to work on your own as well as part of a team
  • Adhere to the Company’s IT Policies

Hours of work

  • Adhere to the Weekly shift pattern, Monday to Friday, between 7am and 6.30pm
  • Available on occasion to work outside of core hours (including evenings and weekends) and be available for on call duties and site visits.

We operate an early / late support desk and you will be expected to flex your work pattern to accommodate with colleagues our on-call rota.

The Equality Act

Metroline is an equal opportunity employer and all qualified applicants will receive consideration for employment with due regard to legal obligations for protected characteristics i.e. age, disability, marriage and civil partnership, gender reassignment, pregnancy and maternity, race, religion and belief, sex and sexual orientation.

How to apply

Please email a covering letter of application and CV to Mr Preyesh Lukha, Human Resources Administrator, [email protected]

Applications

Applications should include:

  • the reasons you are applying for the post;
  • why you believe you are a suitable candidate;
  • provide examples of how you meet the competencies & skills;
  • any relevant qualifications or experience.