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3rd Line Modern Workspace Engineer (Citrix)
Responding to BAU 3rd Line incidents logged on the incident management system to ensure incidents are resolved within SLA whilst providing help and support to the team
Modern Workspace Team Leader
MAIN PURPOSE OF JOB
Provide assistance to 1st and 2nd Line Analysts.
Provide remote support as part of the 24x7 out of hour’s rota.
Provide a point of technical escalation and expertise.
Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
Escalate potential service issues initially with Team Leader/Service Desk Delivery Manager /Service Delivery Manager
Escalate potential problem issues with Problem and Incident Management.
Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.
Recommend and deploy changes via the change management process when required.
Provide technical assistance to on-going projects when required.
Assist in maintaining uptime of customer and Serviceworks infrastructure
Assist with the on-going development of the core infrastructure strategy
Ensure all implemented solutions are backed up with documentation, training and expertise within the Service Desk and Support areas.
Actively seek to improve and grow own skill and knowledge base in appropriate areas.
KNOWLEDGE AND EXPERIENCE