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3rd Line Support Technician

Job LocationStaffordshire
EducationNot Mentioned
Salary30,000 - 35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

3rd line support technician required to join a well-established IT support and service specialist.The roleThe technician will be providing managed IT services to a wide range of B2B customers over the UK and Europe. This role will require limited travel to customer sites. This role must act as an escalation point for technical queries, design and implement changerequests and support service desk incidents

  • Possibility to work part remote or entirely remote
  • 25 Days Holiday including bank holidays
  • Salary to £35k
Activities will include but not be limited to:Ensure all services requests are dealt with promptly within the agreed SLA (service level agreement). Prioritising workload to make sure calls/work are responded to according to priority whilst adhering to SLAs. Ensuring the customer is clearly kept up todate and informed always.
  • Ensure effective logging of every request in the Service Desk Software and CRM
  • Support Service desk as required to review incoming request and fact find and categorise and resolve as required
  • Fact find and ensure that we have accurate and relevant information from the end user to enable us to troubleshoot the issue.
  • Proactively manage existing customer service desks tickets, chasing third parties, customers as required. Ensuring the customers expectations are managed throughout the process.
  • Be able to demonstrate to users how/when they have generated and IT issue through misuse of the system and support them, so they dont cause the same error again.
  • Liaising with customers to provide support with regards to networking issues
  • To help produce and maintain service desk statistics, reports, checklists and other documentation as necessary. Monitor own workload, outstanding tickets and escalate potential breeches/issues in a timely manner.
  • Carry out preventative maintenance and updates on servers.
  • Ensure change control procedures are followed for all changes and accurately recorded including updating and maintaining all technical documentation
  • Aid with the setup and configuration of smart phones and tablets etc where required
  • Be part of an on-call rota
  • Technical experience of VoIP, MS server, SQL server, VMware, Active directory, Office 365, Azure
The 3rd line Technician should have one or more of the following qualifications in a technical subject:
  • Microsoft Certified Professional
  • Cisco Certified Network Associate (CCNA)
  • VMware Certified Professional (VCP) or equivalent
  • Microsoft Certified Systems Administrator or equivalent
  • WatchGuard or Firewall Certification
This role would suit an experienced 3rd line support technician with all the relevant skills and experience who is looking to progress a career within a reputable companyPlease note, if your application is suitable, one of our consultants will call you within 5 working days. If you have not heard from us within this time, your application has unfortunately been unsuccessful, however, we will keep your details on our talentmanagement system to consider you for future opportunities.ASC Connections Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. We are committed to equal opportunity and diversity.


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