Tier 3 Support Engineer
Universal Music Group
Kings Cross, UKThis was removed by the employer on 8/23/2019 5:22:00 AM PST
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Full Time Job
Description
Job title: Tier 3 Support Engineer
Responsible to: Technical Support Manager
Department: IT Client Services
Location of work: King’s Cross, London
Music is Universal
Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy or caring responsibilities. We also recognise the importance of diversity of thought within our teams and are fully committed to embracing the talents of people with autism, dyslexia, ADHD and other forms of neurocognitive variation.
We will always seek to make appropriate adjustments to recruitment, workplaces and work processes to be fully inclusive to people with different needs and working styles. If you need us to make any reasonable adjustments for you from application onwards, please email.
The A Side: A Day in The Life
The goal of this job is to provide an escalation point for both Tier 1 and Tier 2 personnel within all territories and locations where Universal Music Group (UMG) exists for more complex problem resolution. Tier 3 problems usually involve the resolution of problems that affect multiple users in the Enterprise and/or long-standing problems. Tier 1 and Tier 2 personnel consist of Help Desk Analysts and Desk side support personnel globally.
Great emphasis will be given to creating documentation in all possible formats for the purpose of populating a knowledge management system within UMG. Also, an emphasis on training of both Tier 1 and Tier 2 personnel will be a key part of the role.
The goal of the position is to help IT Client Services to achieve the highest level of customer satisfaction through timely and efficient problem resolution.
The B Side: Skills & Experience Be collaborative
• Strong communication skills in both written and verbal format. This will include e-mail, knowledge management system, phone, presentation and training materials.
• Strong intrapersonal skills to build and maintain relationships with both internal, external clients and teams.
Be knowledgeable
• Ability to resolve problems under challenging situations and in a timely fashion with the highest level of professionalism.
• Build knowledge using technical write ups to help teams in all territories to resolve issues quickly and efficiently.
Personal Specification
Essential
• 5 years’ experience providing Tier 2/Tier 3 support for IT systems in both hardware and software.
• 1 years’ experience working with Knowledge Management System administration.
• 5 years’ experience deploying software for test and production uses to ascertain viability and interoperability with deployed image and systems.
• 5 years’ experience with basic System Center Configuration Manager (SCCM) usage.
• 2 years’ experience as a Subject Matter Expert (SME) on Windows 10, Office 365 and its related products, Adobe products, MAC OS X.
• 2 years’ experience with the troubleshooting and deployment of mobile devices such as the entire line of Apple products, and Android within an Enterprise environment.
• 2 years’ experience in Critical Incident Management including communication and resolution management (i.e. work around or change management.)
• 1 years’ experience with vendor management or 3rd party supplier management.
• 2 years’ training experience either in small groups or one-on-one. The ability to train personnel with different levels of technical skills and be able to ascertain skill sets and design training curriculums accordingly.
• 2 years’ experience using JAMF products (Casper or JAMF Pro.) To include deployment of policies, maintaining static and smart groups. Packaging experience not required.
• 5 years’ experience in managing Active Directory groups and users.
• 1 years’ experience in using DEP within an Enterprise.
Desired
• 1 years’ experience in Project Management. This includes the ability to break down projects to tasks and the ability to manage deadlines and milestones.
• 1 years’ experience working as support for C level executives.
• Experience within the entertainment or media industry.
• Some experience with benchmark software.
• Bilingual (for support of other teams around the globe.)
• Microsoft Certified Solution Expert (preferably in Desktop Infrastructure.)
• Apple Certified Support Professional.
• JAMF CCA Certification.
• ServiceNow ticketing system usage.
Bonus Tracks: Your Benefits
• Group Personal Pension Scheme (between 3% and 9%)
• Private Medical Insurance
• 25 paid days of annual leave
• Interest Free Season Ticket Loan
• Holiday Purchase scheme
• Dental and Travel Insurance options
• Cycle to Work Scheme
• Salary Sacrifice Cars
• Subsidised Gym Membership
• Employee Discounts (Reward Gateway)
Just So You Know…
The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive and exhaustive statement.