3rd Line Helpdesk

4 days ago

Oxfordshire, United Kingdom EllisKnight International Recruitment Full time

EllisKnight are looking to hire a permanent 3 rd line Technical Support Analyst to work for a great West Oxfordshire based IT Managed Service Provider. The role will be working alongside a busy MSP helpdesk to provide a technical escalation and higher resolutionservice for both. In addition this role will receive training to support their IT field engineering function to deliver client site basedIT support, IT/Networks troubleshooting and hardware installation / engineering works.

**Duties and Responsibilities**
- Excellent communication skills will be required with all clients, 3 rd party companies, and staff members to help to keep everyone informed with current issues and solutions.
- Understanding client SLA’s and their potential impact and response times for high, medium and low related tickets and to react accordingly.
- Determination will be required for high end troubleshooting to see a problems through to completion.
- Role is primarily office based but may require ad hoc visits to client sites if troubleshooting / remote fixes are not possible.
- Ensuring Security is always considered when working with internal or client data.
- Escalation point for 1st and 2nd Line Support.
- Support Field engineering function
- Mentor and support other team members and provide internal training.
- Must help to maintain a positive attitude whilst working within the office environment and when working directly with staff and clients
- Proactively assist with documentation creation and updates where required for clients, helping to keep the helpdesk and consultants informed of any changes to client infrastructure.

**Blend of skills required**:

- Windows Servers, Active Directory, Group Policy, DNS, DHCP, RDS, VMWare, Hyper-V, SQL, SharePoint, Antivirus & Backup software, Cloud solutions, Office365, Azure, Apple products, VPN Routers, MFA/2FA implementation, Switches, Firewalls and Wireless Technologies.(Linux is not required but some basic knowledge would be useful.)

Key requirements:

- Must hold a relevant IT qualification, Training or up to date IT certification
- Experience of working in an IT support/helpdesk role previously
- Strong customer focus and relationship management skills
- Able to prioritise tasks and manage own work under pressure
- Essential Knowledge: MS Windows Server, MS O365 Administration, Backup software, Firewall configuration, Anti-Virus and Remote Connection Software
- Desire to learn and further develop technical skills

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