3rd Line Support is a pivotal role within a high-performing team, ensuring systems are maintained and optimized to meet the needs of the business.
The Opportunity:
* Become the highest level of technical support, ensuring that complex issues are resolved swiftly and effectively, contributing directly to the company's success.
* Cultivate your skills through continuous learning and improvement at the core of the team's ethos.
* Collaborate in a dynamic environment with various internal and external stakeholders, fostering teamwork and communication across departments.
The What?
* Key Responsibilities:
* Provide expert-level technical support for intricate IT issues, ensuring swift resolution and full documentation in the ITSM Solution.
* Manage escalated incidents from 1st and 2nd line support, conducting in-depth diagnostics and root cause analysis.
* Process Post Incident Reviews to ensure user concerns are addressed and incidents are fully resolved.
* Oversee system maintenance, ensuring optimal performance and reliability of IT infrastructure.
* Strong analytical and troubleshooting skills, with a methodical approach to resolving complex technical issues.
* Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.
* Able to document technical processes, project estimations, network schematics, and quotations.
* Able to work efficiently as part of a team and collaborate with multiple departments.
* Minimum of 5 years of IT support experience, with at least 3 years in a 3rd line support role.
* A solid understanding of business processes and how they can be supported and improved by technology.
Desirable Qualifications:
* Certifications such as CCNA, MCSE, CompTIA Security+, or ITIL are highly valued.
* Experience with Cloud Computing platforms like AWS, Azure, or Google Cloud is desirable.
* GCSE level B+ in Mathematics & English (or equivalent).