3rd Line Support Engineer

Job Description

Our client is a leading specialist outsource provider of innovative IT solutions, support and managed services. They are based in Guernsey.This position is either open to someone who would be interested in relocating to Guernsey or who would like to work remotely in the UK with frequent (monthly) visits to Guernsey.They believe its good to be different, which is why their service to clients is second-to-none and their business efficient and pro-active approach sets them apart from the rest. Summary: You wil lact as a senior member of the Managed Services team responsible for providing high level, predominantly remote technical support to their clients. You will be one of the escalation points for high priority and complex tickets and will play a keypart in upskilling and coaching other members of the team.You will work closely with the Head of Managed Services to help the team deliver the best results possible with the overall goal being their clients are kept happy. The role is continually evolving due to the fast-paced nature of this industry and thereforethe candidate will need to thrive in this type of setting Relationships: The post holder will report to the Head of Managed Services. Internally, they will be part of the Managed Services team working closely with Professional Services, Cloud, Security, Business Solutions teams as well as liaising with our clients. Main duties and responsibilities:

• Responsible for taking and resolving escalated tickets and queries using our ticketing system and escalation process.
• Provide high level and complex technical support using a diverse range of systems, hardware andsoftware
• Communicate to the client the status of their tickets every step of the way, notifying them of any changes or outages related to their issue.
• Provide advanced remote and occasional in-person support to our clients for complex issues
• Act as a role model to other staff in setting high standards by maintaining clear and concise records of work undertaken.
• Comply with SLAs and comply with Company policies and SOPs ensuring that tickets are completed in allotted time and tickets do not turn stale.
• Provide excellent customer service ensuring clients are communicated with appropriately and that issues are satisfactorily resolved for the user.
• Act as a technical lead for allocated sites and as and when required, provide additional technical resource to project work.
• Support and mentor junior staff and act as a senior member of the Managed Services team.
• Contribute to the process of innovative change by putting forward regular suggestions for improvements to achieve efficiencies and greater client satisfaction and be an active member of our internal and client continuous improvement teams.
• Willing and available to undertake occasional out of hours work and accept escalations for critical client issues.
• Identify,communicate and mitigate potential risks to the Head and Deputy Head of Managed Services and our clients.
• Build and maintain relationships with the other sections of the Company including Professional Services, Security, Cloud and Business Solutions teams.
• Undertake other duties as required by the Head and Deputy Head of Managed Services.

Key Criteria:

• Experience in a similar role or as a minimum, several years in a Level2/ Senior Technician role.
• Advanced understanding of operating systems, business applications, printing systems and network systems.
• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices.
• Advanced experience and knowledge of working with the Microsoft 365 Platform
• Passionate about delivering excellent levels of customer service.
• Highly organised with excellent attention to detail.
• Excellent communication and interpersonal skills.
• Able to use own initiative to work independently and to solve problems and find better ways of working.
• Confident in working under pressure in a fast-paced environment.

Desirable Qualifications, Skills and Experience:

• Experience working in a Managed Service Provider (MSP)/ IT Support Business and exposure to using a ticketing system/ RMMtool and PSA software.
• Experience handling Technical Service Tickets and providing support via remote tools.
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSMor equivalent.