IT 3rd Line Support Engineer

The Business Applications Team is responsible for services and applications across the business defined in our service catalogue. Generally, these applications are departmental specific. 

The team's primary function is to maintain, optimise, and ensure the availability of those services and systems and look for opportunities for automation and Continual Service Improvement. Ultimately the team are accountable for the services it provides. 

The team must ensure that those services meet the customer's needs and evolve as the needs change.

Day to day activities include incident, request, and problem management. Implementing new solutions, upgrades, and continual service improvements working with 3rd parties and colleagues from other teams and raising change requests when required, following the policies and procedures set by our governance team.  

The IT Service Desk will triage incidents before being assigned to our team. The incident will either be resolved by ourselves, utilising the resources and services from other IT teams within Admiral or engaging with 3rd parties; problem management will be escalated via the IT Service availability team. 

The team works closely with the IT Service Desk to support the solution with first-time fix resolutions. The team will conduct knowledge transfer, documentation, workshops, or training sessions, whichever means is most appropriate.

Main responsibilities:

• Resolving incidents, requests, problems and identifying trends with support from the service teams.
• Managing the lifecycle of tickets.
• Continuously review our current services and either improve or suggest alternative solutions.
• Implement new solutions or improvements by either working within our tribe or a task within our squad's remit.
• Liaising with other departments within the business to ensure IT needs are met to their expectation. 
• Proactively monitor alerts across various systems to identify developing problems and bottlenecks and take appropriate action. 
• Ensure KPIs are met, service level agreements and operational level agreements are achieved.
• Work closely with third-party vendors during major incidents and implementation of new services.
• Produce and maintain technical processes, training documentation, and knowledge base articles for our systems.
• Perform workshops and produce documentation to knowledge transfer to our IT Service Desk.
• Work with our InfoSec teams to ensure systems remain safe and secure from emerging threats.
• Working collaboratively with the other WPS teams to ensure consistency across technical activities and adherence to the collective roadmap and team/Department priorities.
• Work within the team's objectives and prioritise within the requirements and strategy of WPS and the wider department.
• Adherence to Admiral's Core Competencies.
• Out of hours activities, such as upgrades, testing, maintenance, break-fix incident.

Required skills and experience:

• A minimum of 3 years' experience within IT support or managed services functions. 
• Highly technical with hands-on experience with troubleshooting issues and resolving problems at both server and End User Compute platforms.
• Good analytical and thought process.
• Comfortable working in an Agile/dynamic working environment.  
• Experience with ITIL / KANBAN frameworks.
• ITSM tooling and IT service desk /helpdesk environments.
• Good communication and documentation skills.
• Working with 3rd parties.

Experience with the following would be advantageous:

• Exposure to any of these technologies/activities is advantageous for the role.
• Microsoft Server Operating systems.
• Linux (RedHat, Centos, Ubuntu)
• Experience in working with cloud providers. Examples are Azure, AWS, GCP and private cloud technologies.
• Microsoft Dynamics, Office 365 suite, Active Directory.
• Email journaling, archiving and general email security.
• An understanding of Firewalls, Networking technologies, and Load Balancers.
• IT certifications are highly desirable, for example, Microsoft 365 Certified Associate, MCSA, MCSE etc.

We offer flexible working, emphasising working from home with an occasional visit to the office for team meetings, events, training. We will provide you with everything you need to work comfortably from home. 

Working outside of regular business hours is expected from time to time as part of this role.  

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we have been consistently voted one of Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.

If you think this role is for you and would like to be considered for this opportunity, please click “apply now” to complete an online application form.

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