3rd Line IT Support

Title:
3rd Line IT Support
Department:
Location:
UK
Type:
Contract
Required:
4th September 2017
Email Consultant:
Phone Consultant:
+44(0)20 7208 2828
Summary:
3rd Line IT Support:

The role of a 3rd line IT engineer is to act as a technical lead in the support and provision of solid IT services, by doing so, improving reliability, availability, security and performance across the IT infrastructure and application landscape. A strong and broad ranging technical background is essential as this is a hands-on role with the requirement to support and deliver technical solutions throughout all stages of the ITIL service lifecycle.

As a senior technical escalation point for all IT support topics, excellent customer service and problem solving skills are vital in this role, with an ability to work at all levels of the support spectrum.

The role requires the ability to deliver on both operational and project tasks, against deadlines and to Service Level Agreements. Flexibility is essential in terms of out of hours maintenance, changes and support, on a rota basis.

Project management and business analyst experience is necessary, with a focus on innovation and delivering the highest levels of quality. The job holder is a key quality gatekeeper, ensuring that all support, changes and projects adhere to defined processes, architectural principles and industry best practice .

In addition to being a senior technical escalation point, the role also requires the ability to support, develop and lead colleagues in a technical capacity. The job holder must also be able to work with 3rd parties, suppliers & customers, as solutions may require external input and co-ordination.

Knowledge, skills and experience required:

Essential

A minimum of 5 years' experience in a senior operational support role (3rd line or equivalent) within a medium to large sized enterprise, including support of the following:

- Support and optimization of in-house and bespoke applications
- Client and server Operating Systems
- Enterprise infrastructure, networking, storage and compute
- Database infrastructure and administration
- Security, encryption and Data Loss Prevention
- Vulnerability and malware threat prevention
- Infrastructure and application capacity, performance and availability monitoring
- Clustering and High Availability
- Backups and Disaster Recovery
- Server and desktop virtualization
- Email, telephony and Unified Communications
- Enterprise video content delivery
- Datacentre infrastructure
- Strong experience working to ITIL practices
- Proven Continual Service Improvement experience

- A good understanding of the Software Development Lifecycle
- Project lead and delivery experience working to a recognised methodology {i.e. PRINCE2, Agile)
- Experience of scripting, orchestration and automation techniques
- Excellent call management experience

Desirable

- Motorsport, OEM automotive or engineering background
- High-level technical computing languages
- Testbed and simulation platforms
- High Performance Computing
- Product Lifecycle Management (PLM)
- Enterprise Resource Planning (ERP)
- Computer-aided technologies (CAx) Qualifications
Essential
- Degree or relevant qualifications in a technology or science subject.
- ITIL v3 foundation level

Desirable
- Microsoft Certified Solutions Expert (MCSE)
- Cisco Certified Internetwork Expert (CCIE)
- VMware Certified Advanced Professional (VCAP)
- NetApp Certified Data Administrator
- PLM / CAX / ERP application certification - support/administration level
- Project management methodology certification -foundation level

Personal Competencies

Essential

- Passionate about technology and motor racing
- Personal integrity, open, honest and reliable
- Ability to work in high pressure environments, to tight deadlines
- High attention to detail with uncompromising quality standards
- Team worker, self-motivated, self-disciplined, able to work on own initiative
- Keen to support colleagues, train, document and lead by example
- Flexible 'Can Do' attitude, maintaining a positive attitude to unforeseen problems
- Analytical approach to problem solving
- Takes ownership, sees tasks and challenges through to a successful conclusion
- Innovative with the drive to provide continuous service improvement
- Excellent communication skills, at all levels, both verbal and written
- Understanding of and the ability to work with all levels within a fast paced environment

Notwithstanding any guidelines given to years of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.

Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally: Please see our website for our full diversity statement.
Job ID:
96971

Find out more about Square One Resources

We are hiring! Join us at Square One

What our clients say about us

European Recruitment Manager, icon Clinical Research GMBH

Square One Pharma has been a key supplier of ours since 2004. During this period we have always found their staff to be highly professional and they have delivered exactly what we have asked of them

Senior Clinical Research Associate, Reckitt Benckiser Pharmaceuticals

I found Square One Pharma very helpful in assisting me to source a contact freelance CRA for one of my projects. James worked around my schedule to book in all the interviews and offered me the Boardroom in the Square One Office in London for the meetings. As a result of James’ professionalism and Business Acumen I was able to successfully hire a CRA that satisfied my specific project requirements and scheduling hence giving me the flexibility that I needed. I would recommend Square One to plug project needs very quickly in an efficient and timely manner and I would use their services again in the future if such a need arose.

Studio Manager, Avvio

We have used Square One several times over the past year, and have found them to be efficient, quick to deliver suitable candidates and mindful of budget constraints. Within tight time lines they have always provided at least 2-3 very good CV's to read through/interview and have taken into consideration our location. Square One understands our market sector very well, which makes ut very easy for us to work alongside them.

Project Manager - EMC

Square One provide us with contract technical resource - we only ever use two agencies and Square One are one of them. They always seem to get the right people for us. The main reason that we continue to deal with Square One, is they understand what we do, are prompt polite and return calls!! Additionally we know that we can trust Square One and they can trust us.

Pace - Study

Pace is an Oracle e-business end client that provides the latest in digital technology hardware. The client required Oracle resource to help them work on system enhancement projects required to run simultaneously to enable Pace to be in a position to upgrade in 2011. Pace’s challenges on this project included: • Rates; • Location; • High demand on top performers to comply with these parameters; • The mind set and character of the individuals resourced; and • Multi projects running at the same time with demands on deadlines. Pace’s Hiring Manager said, "We know what we can hire at these rates", plus stiff competition from rival suppliers during tight market times…” We have provided contingent resource to Pace over a period of 5 years. However, there has been a volume surge in Pace’s resource requirements recently and Square One has provided successfully against every single requirement. At the project peak this year, we had 10 contractors on site.

Teamsolve - Study

Teamsolve is an Oracle e-business Gold Partner, whose practice areas are based on database support and remote e-business best practices. Location: Derby Over the past 5 years, we have placed 84 Contractors (half of these Contractors’ contracts are extended repeatedly) with Teamsolve and have outperformed their original suppliers through consistent delivery of high quality resources; this has led to us becoming a Trusted Partner to Teamsolve, who have awarded us lead vendor status. We do not supply Teamsolve on long term engagement i.e. 3 to 6 months plus. Due to the nature of their business they only require Contractors for 1, 2 or 3 day engagements. As we are committed to supporting Teamsolve in achieving their business objectives, we put the same effort into successfully resourcing for these short term engagements as we would do the long term ones.

RCUK - Study

RCUK’s is the largest implementation of Oracle R12 in the UK. Square One was the most successful supplier of contract resource to this project, with 25 Contractors onsite at its peak. The location, Swindon, and the fact that this was a public sector project meant that this was a challenging search as most Contractors had anywhere between an hour and 2 hours commute each way; also the Contractor’s daily rates were lower in comparison to commercial projects. Due to the Square One’s extensive knowledge of the Oracle application candidate base in the UK, we were able to find candidates who not only committed to the commute to Swindon, but also to seeing the project through to completion. This is demonstrated by the continued low attrition rate of our placed contractors, despite the market showed signs of improvement.

Development Manager - TK Maxx

Square One has always managed to find me the right people for the job, and invariably faster than other recruitment agencies – sometimes within the same day. I have also appreciated their openness and good service – regular check-up calls to see how the contractors are doing in the first couple of weeks of the contract, as well as full disclosure of the margins they are making, and what the contractors are receiving.”

ERP Support Practice Manager - Vertex Data Science

Contract and Permanent Oracle E-Business Suite Consultants from Square One have been key in supporting Vertex through a number of ‘Greenfield’ implementations. As testament to Square One’s specialist Oracle skills I have hired over 20 contractors from them and a number as permanent employees.

IT Manager, The Global Fund - Switzerland

It’s a pleasure working with Square One. They proved themselves to be a quality provider of Oracle contract resources. They are a responsive and personal recruitment company, who take the time to get to know both their customers’ business environment and their specific needs. They take the time to understand the role and the team into which they are placing people. This means that more often than not we see candidates who are technically qualified for the role are also a good personality match. In addition they maintain excellent relationship with me.

Delivery Operation Director, Oracle Corporation

Square One has been a key supplier in meeting Oracle's additional resource needs. We receive an excellent service and have contracted over 100 contractors from Square One covering: E-Bus suite, Oracle Core Technology and PeopleSoft since 2005. Square One is a true specialist in its field and shows a flexible and mature approach to both delivery and account management

Project Manager - WmMorrison Supermarkets

It took a huge amount of work to source a PeopleSoft Time and Labour candidate with the correct skills and right to work in the UK. Square One worked tirelessly to get us the right candidate. ...........settled in very well with both the project team and the business....have received views from members of my team, complimenting his product knowledge and fit within the group. I'm truly impressed.

Oracle HRMS Payroll Project Manager - Hounslow Borough Council

I can testify to the professionalism and above all the specialist knowledge that Square One's Oracle Practice brings. They have staffed a number of high profile Oracle Payroll projects that I have successfully delivered, always with the right blend of Consultant who is both 'fit for purpose' and 'fully committed' to me as a client. I would always come to Square One for my resource needs and highly recommend the organisation to any client involved in the Oracle E-Business Suite.

Head of Resourcing, Oracle Corporation

Having Square One's on site team and external scalable support has allowed me to redeploy key staff to more internally focussed projects.

Financial Services Director - HCL AXON

Finding SAP resource is an arduous process. Seeing through the haze of embellished CV's is tricky for the busy exec. Resources who have less than 5yrs experience are not worth the time to interview, and resources with more have unrealistic reimbursement requirements. When the above is applied to financial services....dual skill set....thins the pool. In this space we have repeatedly turned to Square One. This even though we have an internal resourcing dept. We find that consistently Square One is able to understand our requirements with minimal interaction, is tenacious enough to secure the interviews, and delivers candidates of quality and calibre that we are unable to find ourselves.

CIBER Novasoft AG, Germany

I have been using Square One’s recruitment services for several years and have always appreciated the quick response time, the straightforward communication and the delivery of very suitable candidates. The team has proved to be reliable even on the occasion of quite challenging requirements.

European Recruitment Manager, icon Clinical Research GMBH

Square One Pharma has been a key supplier of ours since 2004. During this period we have always found their staff to be highly professional and they have delivered exactly what we have asked of them
Our Partners: