3rd Line Service Desk Engineer – IT Division


Term Permanent
Location Gloucester
Salary TBA


The service desk is an integral part of the GBE Converge business. The aim is to provide excellent customer service at all times and resolve all customer incidents raised. Therefore, accurate and detailed analysis is required, as well as solid IT technical skills.

The appointed 3rd line engineer will be required to provide remote, onsite and workshop IT support to GBE Converge customers.  To provide solution and support service design with the assistance of Technical Architect, Technical Operations Manager and Solution Architect.  Develop supportable solutions for GBE Converge customers and work with the Technology service team to ensure systems and support are completed to an excellent standard.

Key tasks & Experience

Duties and Responsibilities

  • Provide support for the 1st, 2nd & 3rd line engineers and act as an escalation point for our customers
    • Provide mentoring for the 1st & 2nd and other 3rd line support Engineers
    • On occasion stand-in for the Technology Operations Manager to manage the support team and Technology department responsibilities
    • Provide lead engineer role to the Project Manager on 3rd line infrastructure projects
    • To meet with customers and to understand the organisation strategy and work with Technical Architect and /or Solutions Architect to create IT solutions that meet those needs
    • Maintain the GBE Converge IT network, ensuring that any items of risk are highlighted or removed from the infrastructure
    • Answer incoming telephone calls, tickets and emails and provide senior technical support to all GBE Converge customers
    • Work with Project Managers and ensure that all 3rd line infrastructure projects are completed within time and costs
    • Correctly log and update tickets with the required information relating to support requests
    • Manage own ticket queue and workload, ensuring it is scheduled in an efficient manner
    • Complete within the allotted time scheduled small works as arranged by service desk coordinator
    • Provide coaching on technical skills and processes to 2nd Line and 1st Line staff
    • Provide pre-sales support to GBE Converge existing customers
    • Highlight and complete proactive maintenance for GBE Converge support customers
    • Provide excellent and effective customer service at all times
    • Provide general administration and scheduling tasks for the service desk coordinator
    • Ensure that your timesheet is updated accurately and promptly
    • Ensure all paper work relating to finished work is accurately completed and submitted in a timely manor
    • Any other duties specified by your line manager

KPIs and Measures

  1. Maintain 95% or above on our service desk SLA agreements
    2. Ensure that timesheets are recorded accurately
    3. Achieve the daily target for ticket closing
    4. All tickets, Job Sheets or Project work to be documented and paperwork completed within 24hrs (1 day) of completion
    5. Maintain the GBE Converge knowledge base to ensure technical details are recorded and accurate
    6. Prepare your Personal Development Plan before every review meeting



  • Will have over 3 years’ or more experience working in an IT support environment covering a number of different technical areas
    • Experience with working on IT infrastructure projects where responsible for planning, installation and documentation
    • English Language (written and verbal) to a GCSE level or equivalent.
    o Should be able to demonstrate good communication skills, written, over the phone and face to face
    • Have at least 1 formal IT qualification preferred higher education or above and / or suitable IT qualification in a recognised area
    o Cisco CCNA, MSCA, MSCE, etc…
    • Will have excellent customer service skills
    • Will have experience in troubleshooting Microsoft environments
    • Will have a willingness to learn new skills in a fast-paced environment
    • Comfortable working within a team or on own initiative
    • Will have a full UK driving license
    • Provide excellent documentation skills
    Technical Knowledge and Experience
    • Excellent working knowledge of windows server 2003/2008/2012/2016
    • Excellent working knowledge of windows 7/8/10
    • Excellent working knowledge of Office 2003/2010/2013/2016/365
    • Exchange server 2003/2007/2010/2013/2016/365 implementation experience
    • Good working knowledge of major networking components, to include networking operating systems, basic configuration and maintenance, switches, router and firewalls.
    • Backup configuration and maintenance experience
    • Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software
    • Daily system checks to include servers, backups and firewalls.


As part of the company’s compliance to The Health & Safety at Work Etc Act 1974, ISO9001 for Quality and ISO14001 for Environmental, there are several key objectives that are issued each year upon management review that we expect all staff to work towards in order for the company to meet these objectives and include but are not limited to:

  • Compliance to all legislative and British Standard requirements
  • Compliance to associated accreditation bodies schemes from NSI, BAFE, LPCB, FIA and others as required.
  • To maximise customer satisfaction with the services provided by GBE Converge
  • Working to reduce, renew & recycle any waste on and off our sites including our offices
  • To protect the environment and ensure use of toxic materials is avoided where possible
  • Staff will work to a best safe practice and ensure that their actions do not cause harm unto themselves or others
  • Staff will not tamper with any issued PPE or plant machinery that it may cause harm unto themselves or others

Working Conditions

The typical working environment will be office locations either at GBE Converge office or customer offices.  However, there will be times when you will be expected to work at building sites, dock yards, retail shops, outdoor sites and care facilities.
The role requires that they will be available to work evenings, weekends and bank holidays on request. Engineers are expected to be available for an on-call rota to support customers with out of hours’ support contracts as defined by the Technical Operations Manager


Physical requirements

The job requires that the engineer is able to lift and move typical IT equipment (PC’s and Laptops) from floor to desk regularly.  Long periods of working in front of a VDU with regular breaks is common.  Occasionally you may be required to travel long journeys to complete customer support, installation or project task.

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