Job Description

Basis -

Full Time on a 3-week shift pattern rotation

Week A - Early - 08:00 - 16:30 Office Based Mon- Thurs, Fri WFH Week B - Day - 09:00 - 17:30 Office Based Mon - Thurs, Fri WFH Week C - Late - 14:30 - 23:00 - Mon - Fri WFH

Who are Planet IT?

Planet IT are an award-winning leading IT company offering complete out-sourced IT solutions to organisations across the UK and Europe. Based in Milton Park, Oxford, we provide a comprehensive range of support services, software and hardware solutions to major blue-chip clients and our technicians are highly skilled in planning, implementing, and troubleshooting.

Planet IT strives to become one of the top places to work in the UK - in fact, we believe we already are! Most of the team have been here for years, have built a terrific career, and as corny as it may sound, we really do call ourselves the Planet Family.

We welcome new people to the team all the time, from all backgrounds and all levels of experience.

We attract talent to our business by investing in staff training and staff rewards, which has become a bedrock to our success. This initiative has resulted in staff becoming even better at what they do, great staff retention and greater company buy-in from the team. As part of this strategy, the more staff learn via official courses, the better the service and the more we reward them.

Primary Purpose

The role of Junior 3rd Line Support Technician based in Abingdon, Oxfordshire, offers variety and challenges with each customer being unique and expecting excellent levels of service. The role includes:

- Providing first class support to our client both on-site and remotely

- Provide support to the apprentice and 2nd Line engineers on the Helpdesk by assisting with logging, managing and resolving client IT issues

- Manage/maintain and mentor on all escalations raised by the apprentice and 2nd line engineers

- Work alongside other 3rd line engineers to escalate and resolve more problematic tickets, informing the Operations Manager / Technical Manager

- Communicate daily to clients on open tickets status and expected resolution

- Managing the client's expectations with ongoing problematic tickets

- Ensure all client-related problems are logged correctly and reviewed with Operations Manager / Technical Manager

- Help the Helpdesk Management Team with continued business improvements

- Working with client's 3rd party suppliers and vendors when appropriate

- Ensuring that all role related KPI's are met

- Adhere to all company policies and procedures

- Contribute to ongoing internal training programs

- Keep up to date with developments of Planet IT's portfolio of products and with wider technological trends

- Individual self-study to achieve and maintain industry accreditation

- Undertake any other reasonable duties as required to meet the needs of the business

Key Responsibilities

Being the first point of contact for all incoming support calls, emails, and sessions - when necessary Being an escalation point for all escalations coming from apprentice, and 1st line, engineers Ensuring all forms of support calls are logged into the system and the client is kept updated Manage incidents and request tickets ensuring established SLAs are met
Applicants for the Junior 3rd Line Engineer role should be ambitious individuals with a strong work ethic and desire to learn. You must relish having real responsibility and a desire to earn qualifications and further your career. This is a dynamic position within a fast-growing organisation. As a Junior 3rd Line Support Technician, you will be joining a growing and experienced team in supporting a wide variety of technologies. This is a customer-facing role, candidates must be highly presentable and possess excellent face-to-face and written communication skills when needed.

The right candidate must have the following:

Minimum:

4+ years' IT experience in a corporate or services environment Administration of Microsoft operating systems and applications (Office etc.) Excellent knowledge in Windows 11 installation, management, support and configuration Good knowledge with MacOS, iOS and Android installation, management, support and configuration Microsoft / Azure domain infrastructure; group policy, Intune, DNS, DHCP, Active Directory Knowledge of virtualisation technologies, e.g. VMware HP, Mac and Dell hardware experience LAN/WAN/VPN infrastructure knowledge and experience Wireless management experience - Ubiquiti Mimecast, Barracuda, Sophos experience Knowledge of cloud technologies Ability to learn and think on your feet Provide a high level of support for existing customers Strong written and verbal communication skills Excellent first-time right approach to troubleshooting and problem resolution skills Positive attitude to work Strive towards continuous development and improvement Ability to work independently under pressure Driving license and own transport essential

What we offer you

Benefits

o 25 Days Holiday and rising (plus bank holidays)

o Flexible working

o Bupa Cash Plan

o Discounted gym membership

o Charity Day

o Cycle Scheme

o Car Parking

Planet IT is an equal opportunities employer and welcomes all candidates to apply with the right to work in the UK.

Job Type: Full-time

Pay: 32,000.00-38,000.00 per year

Benefits:

Casual dress Company events Company pension Cycle to work scheme Employee discount Enhanced maternity leave Enhanced paternity leave Free parking Gym membership Health & wellbeing programme On-site parking Paid volunteer time Referral programme Sick pay Work from home
Schedule:

Day shift Monday to Friday Night shift
Work Location: Hybrid remote in Abingdon OX13 5QJ

Reference ID: Junior 3rd Line Engineer