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3rd Line Support Engineer

vertex-it-solutions
Job LocationLeeds
EducationNot Mentioned
Salary30,000 - 36,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent,full-timeB

Job Description

Position: 3rd Line Support EngineeroverviewThis is a fantastic opportunity to join a growing and friendly IT Support Company based in Leeds. The primary function of this role is to be proactively involved with larger customers for repeat IT audits and general IT manager type duties. These could includesuggestions on improvements around; backup, network, internet, server, cloud or just generally how the business uses technology. Part of the role will be to take ownership of the more challenging and complex server/network related issues raised via the servicedesk and escalated, fixing remotely, or attending site if necessary. Our typical support radius is 50 miles from our Leeds office, infrequent national site visits are possible but rare. From time to time, you will be required to provide general 2nd/3rd linesupport at busy periods via the service desk as well as being an escalation point for the 2nd line support engineers.The successful applicant must have excellent communication skills and always act in a polite and professional manner. You should have a minimum of 5 years experience working in a problem-solving role and a further 5 years suggesting or implementing infrastructureimprovements. From time to time there will be the need to discuss IT at high level with senior people and management which requires adapting to the other persons knowledge level.RESPONSIBILITIES & TASKSCustomer service

  • Work on and resolve escalated Helpdesk Tickets
  • Provide a Friendly, Quick and Helpful Experience
  • Provide the Client with advanced remote troubleshooting
  • Remote Hardware Maintenance and Support
USE of our SYSTEMS
  • Use our Ticketing System to work on, Manage and resolve Helpdesk Tickets & Service Requests
  • Make sure that Client Documentation is well maintained
  • Split tickets that have several issues into their own individual ticket
  • Make sure that tickets arent "stale" throughout the process
USE OF OUR MONITORING & MANAGEMENT TOOL
  • Review RMM dashboard and apply remediation actions as indicated by our Processes
  • Review regularly scheduled/automated actions as indicated by our Processes
PROJECT WORK
  • From time to time the infrastructure team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the 3rd Line Support Engineers will be required to help with project delivery

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