3rd Line Support Enginer

2 weeks ago

Wilmslow, United Kingdom Robert Walters Full time

**3rd Line Support Engineer Opportunity for a leading digital IT transformation business £40k**

Robert Walters are supporting a leading IT transformation business as they look for a 3rd Line Support Engineer to join their award-winning service desk team.

You will be the escalation point for all the 1st and 2nd line engineers and will be dealing with a wide range of software and hardware issues for a large client base.

**3rd Line Support Engineer / Digital IT transformation business / £40k / Flexible Working**

Robert Walters are supporting a leading IT transformation business as they look for a 3rd Line Support Engineer to join their award-winning service desk team.

You will be the escalation point for all the 1st and 2nd line engineers dealing with a wide range of software and hardware issues for a large client base.

As a senior member of the team you will mentor and coach your engineering colleagues ensuring they are keeping up to date with all the relevant technology. You will also act as the final escalation point for all tickets so a willingness to find solutionsand speedy resolutions to your customers is paramount.

**The Role**:

- Provide 3rd Line support for hardware and software issues to all users.
- Deal with all escalated issues within the agreed SLA's.
- Take ownership of any issues and ensure they are seen through to resolution.
- Provide exceptional customer care and set the standards to the wider team.
- Log all calls onto the system via the ticketing.
- Work to agreed time frames.
- Escalate issues where necessary.
- Mentor and coach junior members of the team.

**Requirements**:

- Ability to work under pressure while offering solutions.
- Microsoft Windows 10 troubleshooting experience.
- Microsoft Server experience.
- Experience in an MSP environment is an advantage.
- 365 exposure & experience in Teams / Onedrive / Flow / Planner.
- Antivirus experience ideally with ESET & Sophos
- Firewall fundamentals
- Networking fundamentals (managed switching, VLAN's)
- Advanced Exchange troubleshooting
- Advanced SQL Server troubleshooting

This is a fantastic opportunity to further your career in a genuine leading IT transformation business that has plans to grow further over the next 5 years.

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