Technical Support Level 3 Specialist

2 weeks ago

Hindlip, United Kingdom RSR Public Safety Full time

RSR is a public safety & enterprise security recruitment specialist. We assist public safety employers find the right talent. We assist all employers when they want to source public safety and enterprise security skills and experience.

RSR are currently recruiting on behalf of our policing client based in Worcestershire for a Technical Support Level 3 Specialist to provide a high level of technical support, both to internal customers and to external.

This is a full time, permanent position and offers a salary of £37,074 plus a 10% market supplement until April 2024.

**Main Duties**:

- Provide Level 2 and 3 technical support capability, to carry out appropriate customer problem solving activities, including invoking external support as necessary
- Deliver an effective, high quality service to the organisation and all its customers. Research customer issues in a timely manner and follow up directly on recommendations and action plans for resolution
- Manage and work with suppliers/partners to deliver an effective and efficient seamless service provision as required
- Provide required documentation to the prescribed standard for the service teams and ensure any chance in procedure and/or documentation is available to relevant parties at the earliest opportunity
- Help to create new knowledge base articles to share information for reuse throughout the team and customer base
- Diagnose faults with technical systems and take appropriate action, escalating as necessary ensuring proper recording, investigation, identification and resolution
- Maintain/enhance working knowledge of emerging technology and industry best practice, gaining knowledge and expertise through hand-on experience, self-study and other agreed learning environments
- Technically support the operation and control of the ICT estate as required to maintain, deliver and support IT services and products to meet the needs of the force

**Essential Requirements**:

- ICT (Level 5) professional qualification or equivalent ICT qualification (preferred)
- Knowledge and understanding of industry best practice and relevant guidelines such as ITIL v4
- Substantial knowledge, acquired through hands-on experience, in a specialist technical support environment for both hardware and software
- Vast experience working within physical and virtual teams, helping to manage workloads
- Substantial experience in problem solving, solutions development and system management

**Alternatively, if this role is not for you but you do know somebody who would be interested please refer them to ourselves. We have a referral bonus scheme and will pay up in retail vouchers of your choice, for referrals who are not already known to us.**

RSR Police is member of the Red Snapper Group.

The Red Snapper Recruitment Group is an equal opportunities employer.

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