Customer Support Engineer

2 weeks ago


London, Greater London, United Kingdom Transparity Solutions Limited Full time
About the Company

Transparity is a rapidly expanding IT organization specializing in Microsoft Cloud solutions. Our priority is fostering an inclusive workplace where our team members excel by upholding integrity, a strong work ethic, a unified team mentality, eagerness to grow, and a dedication to providing exceptional service to our clients, suppliers, and collaborators.

Job Title: The Support Engineer - 3rd Line
  • Resolve escalated and high-priority tickets efficiently by utilizing available resources within Transparity
  • Enhance expertise in Microsoft Cloud through continuous learning and certification exams
  • Manage overflow calls, ensuring proper ticket categorization
  • Provide advanced technical support and guidance to the Service Desk team
  • Update support tickets promptly and proactively
  • Collaborate with Microsoft and other vendors for issue resolution
  • Offer after-hours technical support based on on-call schedules
  • Participate in remote project tasks and customer onboarding
  • Conduct root cause analysis for critical incidents
  • Contribute to internal process improvement and training initiatives
  • Keep abreast of new Microsoft technologies and provide training to the Service Desk team
  • Possibility of on-site technical support at customer locations
  • Achieve individual KPIs

As a Support Engineer - 3rd Line, you must exhibit a strong work ethic, a relentless commitment to service excellence, adept relationship-building skills, innovative problem-solving abilities, and exceptional organizational skills.

  • Demonstrate creative problem-solving skills
  • Ability to collaborate effectively within a team and mentor junior colleagues
  • Prior experience in 2nd or 3rd line IT support/service desk roles
  • Proficiency in Microsoft 365 software
  • Preferred certification in Microsoft 365 Administrator/Expert and Azure Administrator/Expert
  • Advantageous to be certified in other Microsoft Cloud technologies

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