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3rd Line Support Engineer

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Date Posted: May 13, 2022

Location(s): Home Based, GB

Company: MetLife

3rd Line Support Engineer

Job Location: United Kingdom (Home Working)


We are a company driven by a solid set of principles (see below) and purposes such as diversity, equity, and inclusion. Our working culture provides flexibility and naturally a ‘hybrid’ working model as standard (this role is remote/home based). We are part of the Women in Finance Charter, an initiative set up by the UK’s HM Treasury. We want to benefit from the many positives that come by having a more diverse working culture throughout all levels of seniority and lines of business. Our workforce enjoys excellent benefits, including private healthcare, a brilliant pension, and a host of other benefits to ensure you and yours are kept safe and protected.


MetLife Success Principles

  • Build Tomorrow – We change and innovate for sustained performance
  • Win Together - We collaborate and empower each other to succeed
  • Own It - We deliver for our customers


Role Value Proposition: 

This is a 3rd Line Support role, BAU operations.Working within the UK&I IT Infrastructure Team to support the MetLife IT infrastructure.  The 3rd Line Support Engineer will be a 3rd Line Role Administering and Supporting existing systems. Including Windows 2008 onwards, Active Directory, Linux, SCCM and Citrix Server systems.  A flexible approach to working hours will be required as there will be some out of hours work.  The 3rd Line Support Engineer candidate must have a proactive approach to Incident, Change Management and Request Fulfilment and must be able to work on own initiative and to take guidance from the Senior Engineers.


You will join a team committed to continuous learning, open communication, shared responsibility, and collaborative problem solving.


Key Responsibilities:


  • Main point of contact for Day to day support of the EMEA business units
  • Manage the Service Now queues to deliver rapid response to incidents and requests
  • Deliver Application releases for critical business application
  • Manage the Citrix XenApp and Xen Desktop 7+ environment 
  • Manage the delivery of all Citrix MCS created VDI’s
  • Monitor server logs and health alarms, then rectify issues and escalate as needed
  • Identify, troubleshoot, and resolve hardware and software problems
  • Respond to Global incident to support in country systems
  • SCCM Management
  • Monthly patching of infrastructure (Out of Hours work required)
  • Must be able to deliver to very tight deadlines and be very flexible in their approach to working hours


Essential Business Experience and Technical Skills:




  • Bachelor’s degree in a technical field required, preferably in computer science or technology management, or relevant combination of education and experience
  • VDI Management (VMware and Citrix)
  • Microsoft stack - Active Directory configuration and administration for operational and security schemas, including Group Policy management, DHCP DNS etc.
  • VMware Administration and Configuration




  • Dell/EMC SAN Management
  • Lansweeper
  • Printer Management (HP JetAdmin)
  • Backup Technologies
  • Solarwinds Monitoring solutions
  • Infoblox
  • Citrix 7.x and above to include XenApps and Xen Desktop
  • Citrix Services with Extensive MCS knowledge
  • Maintain Lansweeper system
  • Ivanti (AppSense) "Profile Management Solution"
  • Knowledge of VTC systems (Cisco)
  • Zerto
  • Linux
  • Understanding of Firewall and Networking technologies
  • Certificate Management
  • Enterprise storage and backup, preferably Rubrik
  • PowerShell Scripting
  • Patch Management and installation
  • Server operating systems
  • MS SCCM 2012 and above
  • Service Now Ticketing system use


MetLife will assist in the funding of Professional Fees for employees where it is relevant and aligned to your position within the organisation.  MetLife reserve the right to make a judgement on whether the subscription is relevant or not to your role as well as cease the payment at any time. This type of subscription will not incur “benefit in kind” tax. 



At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.


To view our MetLife Job Applicants Privacy Notice please click Privacy policy (

MetLife is proud to be an equal opportunity employer.  We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce.  It is the policy of MetLife to ensure equal employment opportunity without discrimination on any basis protected by law.

For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Requisition #: 125053 

We welcome applications from candidates of all backgrounds, ethnicities, genders, religions and sexual orientations. 

We strive to find the best candidate for all positions and a diverse range of applicants ensures we widen our talent pool in order to achieve this. 

Those with disabilities and neurodiverse conditions, please do let us know about your reasonable adjustments to ensure that we can best meet your needs.

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