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Technical Support Specialist

2 months ago

Reading, Reading, United Kingdom Xact Placements Limited Full time

Xact Placements Limited is seeking a highly skilled 3rd Line Support Engineer to join our team.

Main Responsibilities:

  • Provide technical support to clients on hosted and on-premise IT systems, ensuring seamless operation and minimal downtime.
  • Troubleshoot complex issues, identify faults, and implement effective resolutions to meet service level agreements (SLAs).
  • Manage and prioritize tickets efficiently, ensuring timely resolution and customer satisfaction.
  • Perform routine maintenance on desktops, servers, and network devices to prevent technical issues and ensure optimal performance.
  • Update technical documentation to reflect changes and improvements in IT systems.
  • Visit client sites to provide on-site support, ensuring prompt resolution of technical issues and excellent customer service.

Requirements:

  • Proven experience in a similar role, preferably within a Managed Service Provider (MSP) environment.
  • Extensive troubleshooting experience and a strong track record of resolving complex IT incidents.
  • Excellent networking knowledge and skills, with a solid understanding of network protocols and architectures.
  • Proficiency in Windows Server, VMWare, Hyper-V, and Office 365, with experience in PowerShell scripting and backup solutions (such as Veeam).
  • Competence in both Windows and Linux environments, with a good understanding of ITIL principles.
  • Fortinet experience is highly desirable.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to both technical and non-technical stakeholders.