Overview
Job Title: 3rd Line Support Technician
Location: Manchester
Salary: GBP37,000 - GBP44,000 per annum
Job Type: Full Time, Permanent
At Netteam tX, we recognise and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centred around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great.
About The Role
You will provide 3rd Line technical support in a service desk environment for multiple clients, being an escalation point for other service desk engineers. You will take the lead in resolving complex technical issues, analysing client challenges to identify recurring trends, and researching innovative IT technologies to drive continuous improvement and enhance service delivery. You will build strong customer relationships through customer knowledge, ensure technical documentation is thorough to make ongoing support as efficient as possible.
Responsibilities
* Logging and actioning end:user service requests in PSA system, following Service Desk procedures and policies
* Address technical queries promptly and efficiently, prioritising them to meet KPIs and customer service expectations
* Diagnose and resolve technical issues
* Respond to escalations from 1st Line and 2nd Line Support Technicians by offering support and technical advice to resolve client queries
* Install, maintain, and troubleshoot client hardware and software in accordance with company standards, including reconfiguring and performing system upgrades when necessary
* Maintain and update accurate client site documentation via IT Glue, championing the importance of documentation
* Maintain companys Information Security policies and procedures
* Propose improvements to client systems and services to continuously enhance their systems and operations
* Keep up to date with new technologies adopted by Netteam and our client base
* Improve your technical knowledge through company training and self:study
* Provide out:of:hours support to our clients on a rota basis (2nd and 3rd line only)
* Network troubleshooting, diagnosing connectivity issues, configuring routers and switches, monitoring network performance, and resolving IP conflicts
* A solid understanding of Information Security Management Systems (ISMS) and a commitment to maintaining compliance with relevant data protection policies and regulations
Experience
* IT related degree or relevant qualifications highly desirable
* Demonstrable experience as a Service Desk Engineer
* Able to demonstrate a good all:round knowledge of IT principles
* Experience with PSA/RMM tools such as Autotask, AEM and IT Glue to provide enhanced support services to all clients would be advantageous
* Experience in initial remote diagnostics along with analysis and monitoring would be advantageous
* The willingness to learn new software and hardware skills
* Experience of Microsoft Windows Server/Desktop environments
* Detailed experience with Microsoft 365 and related technologies
* Exchange Online
* Azure Active Directory
* Conditional Access/MFA
* Mobile Device Management
* Azure Information Protection/DLP
* Detailed experience with Backup/DRaaS technologies, Azure Active Directory and IaaS
* Knowledge of Knowledge of Networking technologies : TCP/IP, Firewall, Routing/Switching, InTune and Conditional Access Technologies
* CCNA certification is desirable
* Knowledge of Networking (S2S/P2S VPN, VLAN, LACP), Firewalls (NAT/PAT/ACLs), SSL Certificates, Voice support and email security is desirable
* Current and valid UK driving license is desirable
* Experience of MSP and or Hospitality is advantageous but not essential
Personal
* Excited about tech and thrives on developing an understanding
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