Third Line Data Support Officer

Third Line Data Support Engineer – Up to 35k plus benefits – Yorkshire

A fantastic opportunity for a Third Line Data Support Engineer has arisen to work for a FTSE 100 media/telecommunications and infrastructure support company.

The company is looking for a Third Line Data Support Engineer to provide onsite customer support to the businesses customer by being present for a shift pattern in the client data centres. This role is a 3rd line support role (shift based). The role is to be flexible, team based, customer focused and promoting the company’s values.

Key Responsibilities

* Manage Change requests through agreed customer process
* Create documentation and support training for team members on an ongoing basis
* Maintain Change quality to agreed standards.
* Evaluate existing platforms and suggest new options depending on the customer’s needs
* Attend customer calls as required to support live incidents and provide technical support to your peers
* To protect our customers’ service through vigilance and adherence to Change policy, ensuring correct planning and governance is in place.
* Offer mentoring and guidance to others where appropriate.
* Responsible for ensuring scoped changes are completed to time to avoid breach in SLA
* Test new software prior to rollout across the various customer platforms
* Manage workload and progress new work without the need for supervision or prompting
* Be sure to complete a clear, concise handover daily to ensure your peers are aware of change and incidents on to go
* Maintain Change performance at or above contract SLA.
* Maintain customer relationship and keep customer focus at all times
* Participate in virtual teams across the business working to a common objective encouraging a strong customer focus, delivery of results, a team ethos and positive approach
* Mentor others – be a point of contact for team member s struggling with their role technically
* Support the manager – during annual leave and busy periods, the team member will be expected to work alongside their manager, providing support of duties (scheduling rotas, attending conference calls, being a project lead)
* Have the technical mind-set to develop themselves via reading material, lab exercises, speaking with TDA’s and more senior engineers
* Engage with 3rd party vendors on software/hardware support and provide timely reporting to the wider team.

Desirable skills:

* Cisco enterprise/LAN (BGP, NAT, ACLs, VLAN, Spanning Tree), CCNP (preferred), CCNA (minimum
* Nexus
* Datacentre experience and qualifications
* Packet capture and analysis
* ACE Load balancer

The business offers a competitive salary and benefits package that includes but is not limited to: 25 days annual leave, car allowance, excellent company discounts, 10% bonus and pension.