3rd Line Team Leader

2 months ago

Chorley, United Kingdom ORCA IT LTD Full time

Orca are looking for a talented 3rd Line Team Leader to join the technical support department of an expanding and fast-paced IT MSP. Working from a modern, open plan office; expect an exciting and varied role delivering day to day IT Support and projects for our wide client base. We offer strong progression opportunities for the candidate willing to go the extra mile.

Joining as a 3rd Line Team Leader you will be involved in driving the customer experience. Whether you are finding solutions to technical problems; managing an incident; completing a project; capturing client requirements or keeping up-to-date with industry trends, you will play a vital role ensuring the delivery of great customer service.


Responsibilities

  • Monitoring and maintaining systems and networks
  • Installation and configuration of systems
  • Diagnosing faults on both hardware and software
  • Solving technical and application issues by phone, email or in person
  • Walking clients through troubleshooting steps
  • Re-fitting and/or replacing of client hardware
  • Supporting updates and/or roll-outs for client applications (training of users as needed)
  • Working to SLA’s
  • Prioritising and managing multiple open tickets
  • Establishing good working relationships with clients


Requirements

  • Excellent verbal and written communication skills, including ability to effectively communicate with internal and external clients (up to senior management levels, using appropriate and professional language)
  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
  • Ability to work independently and to carry out tasks to completion within parameters and instructions given, prescribed routines, and standard accepted practices
  • Proven experience in an IT Support Role and Team
  • Experience of all integrated ISO management systems
  • Ability to talk, listen and be clear and concise in all telephone and written communications
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations



Benefits

  • Life Assurance
  • Health Care
  • Birthday day off
  • Pension Scheme
  • Discount Scheme

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