2nd Tier TL Support Engineer

United Kingdom, Basingstoke, Basingstoke (BSN01)
24 May 2019
24 Jun 2019
Job Type
The 2nd tier support role will require the candidate to lead, investigate and resolve issues and incidents passed on from the 1st tier support team. The 2nd Tier will in effect be the first line of investigative response and will be required to manage and own assigned incidents escalated from the 1st tier support team. These incidents will cover both infrastructure and application issues which require investigation and resolution or escalation to 3rd tier support.

The individual will also be asked to support other supporting activities including but not limited to the following:

  • Executing assigned technical maintenance activities
  • Providing technical input into resolver groups
  • Providing technical input into 1st line support scripts to reduce incident escalation to 2nd tier
  • Providing technical input into service management reports
  • Highlighting potential service improvements to the tier lead
  • Technically supporting ad-hoc requirements from the OEHE support and delivery teams


Excellent customer communication skills will be required as well as a good technical knowledge of infrastructure, applications and secure IT solutions.

Knowledge of secure MOD infrastructures, protective marking, security caveats, Impact Levels, security clamps, would be advantageous.

A knowledge of Command & Battlespace Management, Command and Control or C4ISR will be a considerable advantage. As will knowledge of NATO applications or coalition operations

Role Purpose

The role holder is self-sufficient and has recognized specialist skills supporting multiple products for multiple customers in order to maintain the availability and security of the service. The role holder also delivers medium complexity work packages as part of customer implementation projects and has the ability to understand complex situations and activities, communicating basic technical information to non-technical people.

Key Accountabilities

• Technical Capability. Works within a team as an established security specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.
• Process. Follows established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service.
• Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation for to resolve service delivery issues. Monitors performance through statistical reporting and analysis.
• Project Work. Works within a team or under guidance from the project manager with implementation of technical designs to meet service delivery requirements within own area of responsibility.
• Customer Relationship. Establishes working relationships with customer's organization to deliver and enhance the service.
• Problem Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (both new and known), Escalates or gains support where appropriate. Proactively analyzes, trends and reports on information (e.g. on performance service levels) in a timely manner to resolve problems, maintain and enhance service.
• Team Working. Trains and coaches members of the team to provide knowledge, assistance and advice. Works in a problem solving team to resolve service issues. Stands in for the team leader.
• Business Awareness. Understands the requirements of the customer's business, the scope of the contract and knows how issues impact the delivery of service. Recognizes and reports opportunities to team manager and other relevant parties for additional business.
• Professional Development. Maintains awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to deliver enhanced service.

Skills Mandatory

Excellent team player, takes ownership of assigned tasks and anticipates and identifies potential issues and service improvements. Experience of IT support, incident resolution and / or system management of secure IT solutions, IT infrastructures, application hosting or components that contribute to IT service delivery.

  • Excellent customer communication skills.
  • Technical knowledge of secure IT infrastructures, applications and IT security policies and enforcement.
  • Experience in supporting secure IT infrastructures
  • Experience in incident resolution and / or system management of secure IT infrastructures

Skill Useful

Proven technical understanding and support of some or all of:

  • Understanding of ITIL system management
  • Windows Server 2008 platforms
  • Microsoft Group Policies
  • Supporting Citrix XenApp application access
  • VMware ESX and vCentre
  • Management of SAN based storage system (ideally NetApp)
  • Base understanding of Systems Centre Operations Manage 2007, 2010 or ideally 2012
  • Base understanding of Systems Centre Configuration Manager 2007, 2010 or ideally 2012 software delivery
  • Fujitsu Primergy RX and BX server management
  • Anti-Virus management and reporting

Desirable Skills:

  • Experience of HP Protect Tools password management
  • Lumension Application and Device Control (or Sanctuary)
  • Microsoft SharePoint Server 2013
  • SharePoint Site Management
  • SQL Server 2008 database management
  • Oracle 10g database management
  • Postgres Database's management
  • Experience of Java based application support
  • Appache web server management and support
  • IIS web services management and support
  • Cisco switch management
  • Cisco Firewall management
  • CA Spectrum reporting

Key Performance Indicators

• Feedback from Customers, Service Delivery Management, Project Manager, colleagues
• Technical Assessments.
• Proven track record of problem resolutions.
• Evidence of sharing and re-use of knowledge
• Successful production of documentation.
• Successful management and implementation of changes.
• Improvement/enhancements to service delivery.
• Meets and improves service level requirements.
• Successful management of escalations in a timely manner.
• Meets project deadlines and costs within own area of responsibility.
• Errors with workarounds or fixes provided in a timely manner.
• Percentage of customer problems resolved within required timescales.
• Correct application of severity, impact and priority.
• Service Improvements.

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