Service Desk Technician - 3rd line
Our client is a privately owned managed data services provider serving UK mid-market customers. The Group has a converged services portfolio – including datacentre, connectivity, voice and cloud offerings – designed to help companies meet the challenges of a connected, always-on world.
They now have an exciting opportunity for a 3rd line Service Desk Technician to join them, you will be the ‘go to’ 3rd line engineer being the final escalation port for all issues, this is an excellent opportunity to become part of a very well respected company and deal with multiple hedge fund VIPs. They will provide training for anything you feel is suitable and as the group grows so will responsibilities within various technologies.
You will be responsible for resolving complex technical Incidents logged by clients in an efficient, professional and consistent manner, this will require extremely thorough analytical skills as well as drawing from your own personal experience, effectively triage multiple high complexity tickets for demanding clients in a variety of bespoke infrastructures. Managing the change process and providing technical vetting for change controls to senior management before they are sent to the client for approval, being able to reliably and succinctly document your working and provide regular technical briefings to senior management in a plain-English manner and providing consistent and excellent communications to the end user and key customer stakeholders.
This role will also require you to provide training and mentoring to 1st and 2nd line staff, act as incident manager during Priority 1 and Major Incidents and act as back up to the SD team in monitoring and acting upon all channels of communication into the SD; ensure a timely response to all communication in line with customer expectation and SD SLAs and targets. You will be involved with the creation of new ServiceNow applications and interfaces as part of a project team and will be able to provide consultation to Account Managers and Pre-Sales for capacity planning and road-mapping.
The successful candidate will have strong experience working in a 3rd line technical role, in-depth knowledge of MS Exchange 2007 – 2016, Powershell, VMWare 5.5, Exchange MCSE (or equivalent) and advanced WinTel break-fix.
In addition, you will ideally have experience in an MSP, ISP, finance or consultancy environment and will have strong messaging / Exchange skills. Knowledge of Automation Systems, Office 365, networking and Azure would also be beneficial.
This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.