Our client is currently seeking a full-time Level 3 Technical Support Consultant to join their team. This role involves providing advanced technical support, troubleshooting complex issues, and delivering exceptional customer assistance. The position is based in the London area, with the flexibility for some remote work.
Company Overview:
Our client, a leading London-based IT consultancy firm, specializes in strategic IT consultancy, solutions, and managed services. They serve as trusted advisors, aligning business and IT objectives to deliver transformational change and long-term value. With a commitment to transparency and clear communication, they aim to become their clients’ trusted IT strategy, solutions, and managed service partner.
Key Responsibilities:
1. Provide Level 3 technical support and troubleshooting expertise for complex IT issues, including escalated incidents and service requests
2. Investigate and resolve advanced technical issues related to hardware, software, network, and infrastructure components
3. Serve as a subject matter expert, guiding Level 1 and Level 2 support teams in resolving challenging technical problems
4. Collaborate closely with internal teams and external vendors to resolve complex issues and implement effective solutions
5. Document detailed root cause analysis, troubleshooting steps, and resolution procedures for reference and knowledge sharing
Qualifications:
6. 5+ years of experience in technical support, with a focus on Level 3 support
7. Strong analytical abilities and advanced problem-solving skills, with a keen attention to detail
8. Proven track record in delivering exceptional customer support and service excellence
9. Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical stakeholders
10. Proficiency in troubleshooting complex issues across a range of IT environments and technologies
11. Background in IT support or a related field
12. Ability to work independently and remotely, demonstrating self-motivation and effective time management
13. Relevant certifications or qualifications in IT support are highly desirable, such as ITIL, CompTIA A+, Network+, Security+, or Microsoft Certified Solutions Expert (MCSE)
This is a full-time position based in London or Killarney, County Kerry, with the option for remote work.
Competitive compensation and benefits packages are offered.