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3rd Line Support Engineer

£28,000 - £32,000
Surrey
CR/15963
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£28,000 to £32,000

Reigate

 

Combining commercial, education and retail arms, our client is an industry leader in providing technical solutions. They offer an engaging, innovative and exciting approach to business and really invest in their staff. Offering one-to-one training sessions, a personalised development plan, a company healthcare plan, discounts and social activities, they are focused on retaining their top talent, which could be you.

 

More about them…

Operating for over 40 years’, our client’s strong and long-standing reputation precedes them. Keen to provide a personal service to each of their customers, they tailor each of their business packages to ensure best-fit and will always go the extra to mile to deliver exemplary customer service and super reliable IT systems.

 

Your day-to-day

  •  To manage all 3rd line incidents and customer requests from receipt to resolution and closure
  • To ensure service level agreement standards are met
  • To resolve incidents escalated from 2nd line support team
  • Work with commercials team on solution designs and offerings
  • Deliver customer projects to time and budget whilst liaising with internal and external customers
  • Lead in project planning and implementation using predefined documentation and processes
  • Ensure accurate records of all site information using IT Service Management tools

 

The 3rd Line Support Technician will have:

  • Strong technical support experience, ideally within an MSP environment at 2nd or 3rd line level
  • Demonstrated understanding of SME technical solutions
  • Evidence of strong interpersonal skills for working with teams and individuals at all levels of the organisation
  • Self-motivated, pro-active and with the ability to drive project agendas
  • Must be able to work collaboratively in a team environment
  • Ability to effectively form strong relationships with customers and handle customer complaints/queries in an effective, professional manner
  • Ability to prioritise incidents, problems and requests in line with SLA’s
  • Experience in service delivery environment
  • Proven experience of delivering to SLA’s
  • Proven experience in delivering excellent customer service
  • Proven experience of working within a team

 

Due to the large numbers of responses we receive, despite our best efforts it is not possible to respond to every application. Therefore, only short-listed candidates will be contacted for this particular role and if you haven't heard from us within 7 days please assume you have been unsuccessful on this occasion. Please feel free however to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies.

 

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