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Senior Technical Support Specialist

2 months ago

Swansea, City and County of Swansea, United Kingdom mecs communications Full time
Job Title: 3rd Line Support Engineer

We are seeking a highly skilled and experienced 3rd Line Support Engineer to join our team at MECS Communications. As a key member of our Service Desk, you will be responsible for providing technical support to our Managed Service customers, resolving complex technical issues, and ensuring that our customers receive the highest level of service.

Key Responsibilities:
  • Provide 3rd line technical support for Managed Service customers, resolving complex technical issues and ensuring that our customers receive the highest level of service.
  • Collaborate with Support teams to resolve escalated technical issues and ensure that our customers receive timely and effective support.
  • Identify and prioritize complex or strategic issues affecting major customers and work with the team to resolve these issues.
  • Perform troubleshooting techniques and best practice fault investigation to a 3rd line level and resolve and fault fix the most technically complex issues.
  • Interact with vendors to solve issues and identify and manage major incidents which may require special attention.
  • Agile management of tickets and constantly re-evaluating priorities to ensure that our customers receive the highest level of service.
Requirements:
  • Previous experience within a Technical Support, Helpdesk or Service Desk environment to a 3rd line level.
  • Experience in the management of complex / 3rd line issues, administration, support, monitoring, troubleshooting, installation, configuration, deployment and rollout of virtual and on-premise solutions.
  • Knowledge of the IT, Technology, Cloud, ICT, Network Infrastructure, Microsoft communication and collaboration segment.
  • Microsoft 365 M365, Office 365 O365, Windows Server, Active Directory, Teams, Exchange, One Drive, Sharepoint.
  • TCP/IP networking, switches, routers, security, firewalls and protocols.
  • WAN, LAN, VLAN, WLAN, Meraki Wi-Fi, VPN, DHCP, DNS.
  • Microsoft System Center Configuration Manager (SCCM) or Microsoft Endpoint Manager suite.
  • ITIL foundation.
About MECS Communications:

MECS Communications is a leading recruitment consultancy specializing in Telecoms, Media, and Technology. We are passionate about uniting opportunity with ambition and providing our clients with the best talent in the industry.