Third Line Support
Sunderland
£45k
About the Role:
To provide 3rd line technical support to our internal and external users, ensuring their incidents are resolved in an efficient and professional manner and in line with service level commitments. The post holder is responsible for the provision of technical support and maintenance to all supported IT business systems, hardware and applications. Fundamental to the role is the ability to offer exceptional customer service, through excellent written, oral and organisational skills, whilst delivering accurate technical resolutions to issues. It is critical you manage your own time and workload to process multiple incidents at the same time, and ensure effective resolution. In this role, you'll have the freedom to explore and provide the best solutions for our users and in turn develop your technical skills by supporting some challenging and interesting products and technologies.
Key Responsibilities:
* Prioritising and assess the impact of new incidents via phone, email, Microsoft Teams and our help desk system
* Incident and Queue Management
* Implementing first time fixes and resolving technical issues at a 3rd line support level
* Providing first point contact support to our users and maintaining excellent customer service via phone, email, Microsoft Teams and our help desk system
* Liaising with colleagues and stakeholders to ensure that services are being delivered effectively and efficiently
Job Requirements:
* Prioritising and assess the impact of new incidents via phone, email, Microsoft Teams and our help desk system
* Providing first point contact support to our users and maintaining excellent customer service via phone, email, Microsoft Teams and our help desk system
* Exceptional customer service skills
* Active Directory/Microsoft Entra ID
* Microsoft Office 365 Administration
Desirable Skills & Experience
* Microsoft Office 365 Administration
* Windows Server Administration
* Microsoft SQL Server Administration (Database support, maintenance plan management)
* Management and maintenance of our Anti-Virus, MDR/EDR and Cloud Optix platform
* Vulnerability Management and resolution