What are we Looking For?
Job title: 3rd Line Engineer
Reports to: Head of Engineering
Hours of Work: 37.5 hours a week, Monday to Friday (between our operating hours of 8am to 6pm)
What is the Role?
We are seeking a highly skilled and proactive 3rd Line Engineer to join our clients service desk team. This role is pivotal in delivering advanced technical support across our customer base, both remotely and on-site. You will also play a key role in mentoring 2nd Line Engineers, supporting pre-handover projects, and ensuring seamless integration of new customers into our service ecosystem.
Key Tasks & Accountabilities
Technical Support & Escalations
Provide expert-level troubleshooting and resolution for complex technical issues escalated from 1st and 2nd line support.
Deliver remote and field-based support for critical incidents, ensuring minimal disruption to customer operations.
Maintain ownership of high-priority tickets and ensure timely resolution in line with SLAs.
Project & Onboarding Support
Collaborate with project teams to provide technical support for new customer deployments during the implementation and post-implementation phase before handover into in-life helpdesk teams.
Assist in the transition of new services and customers into the support environment, ensuring readiness and...