IT Engineer (3rd Line)

Up to 35000.00 GBP Annual + GBP0 - GBP35000/annum Benefits
10 Jul 2018
07 Aug 2018
Contract Type
IT Support Engineer (3rd Line)

Redditch, Worcestershire

GBPCompetitive DOE

We are a group of companies providing comprehensive and customer-focused Facility Management solutions. Our approach to Facilities Management is service-led, focusing on proactive strategies for providing the right service, at the right time and the right cost, whilst adhering to our core values.

The Role

Arcus IT support staff work in a dynamic, fast-paced environment providing core IT services to the business, delivering technical projects and providing end user support through a variety of channels.

The focus of the Senior IT Support Engineer role is in helping to manage and improve the IT infrastructure, in the implementation of technical and process improvements as well as delivery of IT projects. The role also involves close integration with the rest of the IT team providing escalation support and helping with delivery of great customer services and an excellent end user experience.


* Take ownership of issues by carrying out problem analysis and implementing temporary or permanent fixes with the aim of restoring normal service as soon as possible, escalating incidents to technical support teams of service providers and suppliers and following up where necessary and communicating incident progress updates to the business and/or affected user(s) till final resolution
* Monitor and respond to incoming IT support requests from users via the support request ticketing system or from technical escalations within the IT team
* Configure, administer and troubleshoot problems with mobile phones, tablets, and other mobile devices (including troubleshoot and resolve of printing problems)
* Diagnose hardware faults and identify, fit and test appropriate replacement equipment
* Plan, perform and test upgrades of system software, user software and device firmware
* Provide support for the Avaya/Mitel VOIP phone systems
* Actively support remote offices, sites and depots with routine and reactive visits


* Experience at Third Line Support Level within an IT Support remit
* Experience in working with voice over IP Systems
* Background in Network Support (Hardware and Logical)
* Server Support (Instillation, repair and rebuild)
* End user and customer support experience

Other Factors

The post holder must be able to work flexibly, as determined by business requirements, including weekend working on a rota basis or other arrangement. The role will involve the post holder to be on an on-call rota and provide out of hours cover as required. The post holder will need to hold a full, clean driving licence, and have access to their own transport.


In addition to a competitive salary, Arcus employees also receive various benefits. Including the following:

* 33 days annual leave, including bank holidays
* Various Learning and Development opportunities
* Life Assurance, Gym discounts and childcare vouchers
* Contributory pension of up to 6%
* Discretionary bonus schemes
* Car allowance

Please note that due to the high volume of applications received, we are unable to respond to those who do not meet the required criteria for this role.

Personal information which you supply to us during the recruitment process will be used for assessing candidate suitability for vacancies within Arcus. Such data includes candidate qualifications, skills, experience, employment history, current and / or expected remuneration and benefits. Information about any disclosed disability will be used to assess whether Arcus needs to make reasonable adjustments during interview, selection or employment.

Such information will be shared internally, including with members of the HR and recruitment team, and managers in the business area being recruited to.

We will only keep such data for as long as is necessary for the recruitment process. Should we wish to keep date for longer, e.g. for talent pooling, we will seek the candidate consent to do so.

Employment decisions are not based solely on automated decision-making