Overview
3rd Line Technical Support Consultant, joining the Technical Support team within Technical Services Operations. Responsible for providing remote technical support to clients and internal colleagues across various product sets, diagnosing faults and delivering resolution. Customer service is a priority; you will interact with and build rapport with the existing customer base. This role supports clients via an extensive RMM toolkit and ranges from assisting a single user to supporting infrastructure growth, projects, and everything in between.
Salary: £30,000 to £35,000. Pension: Workplace. Location: Hull city centre. Dress code: relaxed. Location: Onsite. Holidays: 22 days + extra 3 days over 3-5 year tenure (plus all bank holidays). Training needs covered: Social Team including Go Karting monthly. Friday afternoons off.
Responsibilities
* Provide 3rd Line technical support via telephone, remote access and email, keeping within the procedure time limits.
* Be responsible for 3rd line investigation and subsequent resolution of incidents escalated from the 1st/2nd Line for customers or internal employees.
* Proactively identify potential serious issues and determine actions to minimise impact on customer or internal systems availability.
* Understand when to escalate to the IT Support Team Manager on identification of a major incident.
* Back up investigation and resolution activity with appropriate documentation for the knowledge base.
* Proactively respond to variations in incoming call management to provide effective support service.
* Log all calls and sub-calls in the database at the point of contact and keep calls up to date.
* Prioritise by severity and manage calls and outstanding logs.
* Explain complex technical issues in non-technical terms and provide support to customers.
* Demonstrate excellent communication skills and be driven by customer service.
* Maintain customer confidentiality and security at all times.
Essential Qualifications & Skills
* Strong troubleshooting and problem-solving skills with experience in the following technologies: Windows Desktops 7-10, Windows Server 2008-2016, SQL Server, IIS, Microsoft Exchange, Active Directory, Group Policy, DNS, DHCP & Server Replication, Office365 (Exchange Online), Hyper-V, Firewalls and VPN, Networking (TCP/IP, VLANs, Routing and Switching), Web Hosting/Domains, RAID, NAS Storage.
* General IT skills including Microsoft Office and the ability to research and solve complex issues without input.
* Ability to provide reasonable timescales for work and communicate when timelines change.
* Ability to work independently and as part of a team; willingness to learn and stay up to date with technologies.
* Strong teamwork, the ability to explain complex ideas to people at any level, willingness to train others and clearly document fixes for others to follow.
* Full clean driving licence.
Desirable Qualifications
* VMWare, Citrix
* MCSE/MCSA/CompTIA
* Office 365 - SharePoint Online & Azure AD
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