3rd Line Support Engineer
- Recruiter
- Confidential
- Location
- Fleet
- Salary
- 35000.00 - 45000.00 GBP Annual
- Posted
- 15 Jun 2021
- Closes
- 13 Jul 2021
- Sectors
- IT, IT Support
- Contract Type
- Permanent
- Hours
- Full Time
Role: 3rd line engineer
Reporting to: Service Desk Manager
Department: Managed Services
Tier One is an outsourced IT provide based in Fleet, Hampshire. We serve over 200 clients, and need to maintain high standards in multiple areas across the business.
Managed Services is at the forefront of all services offered by Tier One and is the first point of contact for all its clients.
The Position
You are a member of Managed Services. As such, we need someone who can come in and be a role model for the rest of the team when it comes to executing great customer and technical service. We have SLAs to meet, site visits to attend, installations to perform and documentation to maintain; therefore, it is important that you are very comfortable in these areas.
Who we want
At the far end of the service desk chain, we want someone who is familiar with technology at an expert level. We offer our clients Microsoft-based products and services that are configured across technologies that use networking, email, VOIP and virtualisation. This will be your arena of expertise and support for our clients, as well as the internal tech team.
Culture fit
We want ideas. In fact, our core values spell out IDEA! Innovation, Dependability, Empathy & Ambition. We need someone who will subscribe to these values and inspire the ethos behind them.
In being Innovative, you are always striving for keeping up-to-date tech.
In being Dependable, your calm demeanour will allow the team to approach you when needed.
In being Empathetic, you have a customer-centric approach to your day
In being Ambitious, your efforts will set you up for consistent personal and professional improvement.
Your purpose
You are all about inspiring the team via mentoring, consultancy and execution. At this level, you are someone who is familiar with making sure client-facing service impacting issues do not linger.
You approach your day by focusing on service impacting issues while maintaining client happiness. Not only do we need to ensure the team has an outlet for reliable escalation, you may be involved in other technical areas of the business that require your expert skills.
Your time here
At Tier One, your main concern to ensure we have a consistent processing of tickets by taking on issues that usually take too long for other teams. Of course, this will also include refining the process by being a source of training on ad-hoc issues when it benefits the team
Reporting to: Service Desk Manager
Department: Managed Services
Tier One is an outsourced IT provide based in Fleet, Hampshire. We serve over 200 clients, and need to maintain high standards in multiple areas across the business.
Managed Services is at the forefront of all services offered by Tier One and is the first point of contact for all its clients.
The Position
You are a member of Managed Services. As such, we need someone who can come in and be a role model for the rest of the team when it comes to executing great customer and technical service. We have SLAs to meet, site visits to attend, installations to perform and documentation to maintain; therefore, it is important that you are very comfortable in these areas.
Who we want
At the far end of the service desk chain, we want someone who is familiar with technology at an expert level. We offer our clients Microsoft-based products and services that are configured across technologies that use networking, email, VOIP and virtualisation. This will be your arena of expertise and support for our clients, as well as the internal tech team.
Culture fit
We want ideas. In fact, our core values spell out IDEA! Innovation, Dependability, Empathy & Ambition. We need someone who will subscribe to these values and inspire the ethos behind them.
In being Innovative, you are always striving for keeping up-to-date tech.
In being Dependable, your calm demeanour will allow the team to approach you when needed.
In being Empathetic, you have a customer-centric approach to your day
In being Ambitious, your efforts will set you up for consistent personal and professional improvement.
Your purpose
You are all about inspiring the team via mentoring, consultancy and execution. At this level, you are someone who is familiar with making sure client-facing service impacting issues do not linger.
You approach your day by focusing on service impacting issues while maintaining client happiness. Not only do we need to ensure the team has an outlet for reliable escalation, you may be involved in other technical areas of the business that require your expert skills.
Your time here
At Tier One, your main concern to ensure we have a consistent processing of tickets by taking on issues that usually take too long for other teams. Of course, this will also include refining the process by being a source of training on ad-hoc issues when it benefits the team