3rd Line Technical Support Specialist
- Recruiter
- Confidential
- Location
- Southampton
- Salary
- 40000.00 - 60000.00 GBP Annual
- Posted
- 07 Jul 2021
- Closes
- 04 Aug 2021
- Sectors
- IT, IT Support
- Contract Type
- Permanent
- Hours
- Full Time
3rd Line Technical Support Specialist
Permanent / Full Time
GBP40k-GBP60k base depending on experience + OTE
Remote and Southampton (Must own car / drive)
Our client provides managed IT services to all businesses across UK. We are currently recruiting for a highly experienced hands-on Service Desk Level 3 Engineer reporting to the Service Desk Manager - essential to have MSP experience - Managed Service Provider
This is a full-time position based from Southampton / Totton (Flexi working from home) and although currently normal office working hours are adopted, this role may be subject to shift patterns on a 24-hour rota system therefore flexibility in working hours is essential.
Extra duties on an out-of-hours basis may be required from time to time and are considered part of the role. This includes travelling to client sites and other company offices, dependent on the workload and location of customer. Customers are mainly UK based but some international travel may be required as well as participation in an L3 Engineer on-call rota.
Role Purpose:
As a 3rd Line Service Desk Engineer, you will be responsible for providing technical and service support for various clients in the private / public sector.
Your function will include responsibility for managing and maintaining customer's services in line with agreed Service Level Agreements.
A 3rd Line Service Desk Engineer will provide both reactive and proactive customer support. They will look to find ways to reduce incident management support through automation, remediation, problem management and proactive customer support.
A 3rd Line Service Desk Engineer will be able to identify opportunities for additional services that will enhance customer experience, increase customer productivity, maximise profitability and increase the value of the managed service offerings.
Qualifications, Experience, Knowledge and Skills
We are looking for someone with a good mix of the following experience:
* Minimum of 5 years' experience 2nd / 3rd Line Support
* Managed service provider experience ideally but not essential.
* Experienced working in a high availability environment, working on live systems where reliability, uptime and meeting SLA's are crucial
* Proven customer-centric IT service Delivery experience
* Current Windows Server 2016/2019 MCSA and equivalent Azure MCP
* Strong Microsoft Office suite skills
* Experience managing and maintaining RMMS tools
* Advanced problem-solving ability and troubleshooting
* Excellent organisational skills and time management practices, working well in a team environment
* Able to communicate clearly and concisely to all levels
* Good knowledge of IT concepts and architectures
* Excellent customer service skills for both internal and external customers
* Grounded IT experience with a high general technical competence and a good breadth of knowledge
* Experience in handling customer complaints
* Be able to analyze issues, investigate, identify causes and implement robust resolutions
* Taking ownership of issues from reporting through to resolution
* Proven ability and desire to improve methods of working
* Extensive experience of configuring and administrating M365 services including In- tune, SharePoint, WDS and client technologies up to Windows 10
This role may suit candidates, who hold the following job titles: Senior Service Desk Support, 3rd line support, Senior Support Engineer, Senior IT Support
Deerfoot IT Resources Ltd is a leading specialist recruitment business for the IT industry. We will always email you a full role specification, name our client and wait for your email authorisation before we send your CV to this organisation. Deerfoot IT: Est. 1997. REC member. ISO certified. *Each time we send a CV to a recruiting client we donate GBP1 to The Born Free Foundation (charity no. (phone number removed)).
Deerfoot is acting as an Employment Agency in relation to this vacancy
Permanent / Full Time
GBP40k-GBP60k base depending on experience + OTE
Remote and Southampton (Must own car / drive)
Our client provides managed IT services to all businesses across UK. We are currently recruiting for a highly experienced hands-on Service Desk Level 3 Engineer reporting to the Service Desk Manager - essential to have MSP experience - Managed Service Provider
This is a full-time position based from Southampton / Totton (Flexi working from home) and although currently normal office working hours are adopted, this role may be subject to shift patterns on a 24-hour rota system therefore flexibility in working hours is essential.
Extra duties on an out-of-hours basis may be required from time to time and are considered part of the role. This includes travelling to client sites and other company offices, dependent on the workload and location of customer. Customers are mainly UK based but some international travel may be required as well as participation in an L3 Engineer on-call rota.
Role Purpose:
As a 3rd Line Service Desk Engineer, you will be responsible for providing technical and service support for various clients in the private / public sector.
Your function will include responsibility for managing and maintaining customer's services in line with agreed Service Level Agreements.
A 3rd Line Service Desk Engineer will provide both reactive and proactive customer support. They will look to find ways to reduce incident management support through automation, remediation, problem management and proactive customer support.
A 3rd Line Service Desk Engineer will be able to identify opportunities for additional services that will enhance customer experience, increase customer productivity, maximise profitability and increase the value of the managed service offerings.
Qualifications, Experience, Knowledge and Skills
We are looking for someone with a good mix of the following experience:
* Minimum of 5 years' experience 2nd / 3rd Line Support
* Managed service provider experience ideally but not essential.
* Experienced working in a high availability environment, working on live systems where reliability, uptime and meeting SLA's are crucial
* Proven customer-centric IT service Delivery experience
* Current Windows Server 2016/2019 MCSA and equivalent Azure MCP
* Strong Microsoft Office suite skills
* Experience managing and maintaining RMMS tools
* Advanced problem-solving ability and troubleshooting
* Excellent organisational skills and time management practices, working well in a team environment
* Able to communicate clearly and concisely to all levels
* Good knowledge of IT concepts and architectures
* Excellent customer service skills for both internal and external customers
* Grounded IT experience with a high general technical competence and a good breadth of knowledge
* Experience in handling customer complaints
* Be able to analyze issues, investigate, identify causes and implement robust resolutions
* Taking ownership of issues from reporting through to resolution
* Proven ability and desire to improve methods of working
* Extensive experience of configuring and administrating M365 services including In- tune, SharePoint, WDS and client technologies up to Windows 10
This role may suit candidates, who hold the following job titles: Senior Service Desk Support, 3rd line support, Senior Support Engineer, Senior IT Support
Deerfoot IT Resources Ltd is a leading specialist recruitment business for the IT industry. We will always email you a full role specification, name our client and wait for your email authorisation before we send your CV to this organisation. Deerfoot IT: Est. 1997. REC member. ISO certified. *Each time we send a CV to a recruiting client we donate GBP1 to The Born Free Foundation (charity no. (phone number removed)).
Deerfoot is acting as an Employment Agency in relation to this vacancy