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Customer Technology Support Specialist

2 months ago

Nottingham, Nottingham, United Kingdom XMA Full time
About the Role

XMA is seeking a highly skilled 3rd Line Technical Analyst to join our L3 support team. As a key member of our team, you will be responsible for managing our customers' infrastructure, providing technical expertise and recommendations to aid proposals for customer improvements.

Key Responsibilities
  • Respond to, investigate and resolve incidents and requests in a professional manner, working in accordance with customer service level agreements
  • Identify underlying issues and investigate and resolve them in accordance with problem management policy and process
  • Achieve targets as directed by Support Services Management, e.g. average number of tickets per working day, # of problems to resolve per month or % of configuration items correctly managed
  • Manage people's expectations and in particular update people on progress or slippages
  • Co-ordinate escalations of incidents to other teams
  • Provide support outside normal working hours, if required
  • Using call logging tool (or other agreed mechanisms) to maintain accurate records of user requests, progress and outcome
Requirements
  • Substantial previous experience in a customer facing/helpdesk focused role
  • MCSA and/or VCP certifications
  • ITIL Foundation V3 or 4 or experience of
  • Experience of working in an ITSM structure
  • Strong knowledge of Server and Storage infrastructure
  • Strong knowledge of CCNA, CCNP & HP Switching
  • Strong Knowledge of VDI solutions such as citrix and vmWare Horizon
  • Strong knowledge of backup architecture (e.g. Veeam)
  • Strong knowledge of wireless and wired networking with preferable experience of working with HP and/or Cisco
  • Other certifications or demonstrable use of other technologies (Apple, Citrix, Printer management) is desirable
About XMA

XMA is an independent UK company with full geographic coverage. We serve a diverse customer base across the public and private sector and have won awards for our ability to help organisations and users achieve more with technology.