3rd Line Support Engineer
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
The role
As 3rd Line Support Engineer, you will assist the IT Operations Manager in the delivery, monitoring, maintenance and support of all IT infrastructure to support Group operations across Claims Solutions, Insurance Services, Customer Solutions and North American Claims Solutions. As well as providing an escalation point for the Support desk to help deliver a high level of customer service to our customers on Davies Group supported devices, computer applications and platforms. Including diagnosing hardware/software faults and solving technical problems within Agreed SLA’s.
Please note this role sits within our core team and as such requires shift work patterns, which are:
Week 1: 7.30am – 4pm
Week 2: 8.30am – 5pm
Week 3: 9.30am – 6pm
Key responsibilities
- Adhering to service management principles, provide 3rd line technical support, acting as escalation point for any issues highlighted to the IT Support Teams, ensuring timely resolution and regular communication to customers throughout.
- Pro-active monitoring and fault finding of infrastructure, ensuring the availability, integrity, performance, resilience (inc. backups) and documentation of systems through a process of continual improvement.
- Capacity management and forecasting
- Design, implementation, testing and documentation of new processes.
- Assist other teams within the IT Department as required.
- Assist in the implementation, enforcement and review of Group information security policies with the Cyber Security Team.
- Timely escalation of issues to IT Operations Manager.
- Support junior staff by way of coaching and Knowledge transfer.
Key skills and experience required
- Extensive experience working in IT Support, focusing on software and hardware fault resolution
- Proven understanding and hands-on experience of Windows 2003 - 2019 Server core services and desktop operating systems.
- Active Directory management (including Group Policy, login scripts and roles).
- Confidence in installing and supporting MS Exchange 2003 – O365.
- Automated Monitoring and Alerting, specifically around the SolarWinds platform.
- Expertise in operating enterprise backup solutions
- Excellent working knowledge of core networking services - e.g. TCP/IP, DNS, DHCP, RDP, SNMP, LDAP, Kerberos
- Networking skills – e.g. switching, routing, VLANs, PoE, WLAN, MPLS, SD-WAN
- NAS / SAN storage infrastructures
- Knowledge of mobile device and Avaya telephony system management
- Experience of Cloud computing platforms (Azure, AWS)
- Strong communication and problem solving skills
- Knowledge of ServiceNow, Veeam and UCS is advantageous
- IT related Degree and/or Microsoft certifications could be beneficial
Why work for Davies
Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof). Join us and enjoy our ever-evolving benefits, including but not limited to:
- Reward platform – discounts for over 800 retailers
- 25 days holiday (rising with service)
- Well-being centre
- Recognition programme
- Paid fertility appointments
- Fostering friendly employer
- Pension - matched contribution up to 5%
- Life Assurance (2 x basic salary)
- Development, training, and professional qualification
The Company
Davies Group are a multi-award-winning specialist professional services and technology business. We deliver operations across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation, change management and digital innovation.
Over recent years we have consistently delivered double digit organic growth. Our programme of digital transformation has seen us successfully launch a range of technology-led solutions in the insurance and highly regulated markets, including the use of video, drones, robotics and our ‘Disruptive Thinking’ innovation lab that places the power of new ideas in the hands of our people. With our investments in technology, we have grown our solutions with existing clients and added new partnerships to our business. Currently we have a global team of around 6,000 professionals working with over 1,000 of our clients across the world.
To find out more detail please follow the link below:
Our Values
We are
Dynamic
We are
Innovative
We are
Connected
We
Succeed
Together
Our Stories
Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions and grow together. In a fast-changing business environment, we adapt and look ahead. We succeed because we are multi-talented: in the skills of our teams, specialisms and sector expertise. Working together, we are greater than the sum of our parts.
Charity Work
The Davies Foundation - Our people, clients and the communities we serve are at the heart of our business. The Davies Foundation has been created to give our employees the autonomy to choose how we support, giveback and do good for the local communities we live and work within.
To find out more detail please follow the link below:
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