Job Description
Role: Junior 3rd Line
Salary: 32k-38k
Location: Abingdon - Hybrid
Week A - Early - 08:00 - 16:30 Office Based Mon - Thurs, Fri WFH
Week B - Day - 09:00 - 17:30 Office Based Mon-Thurs, Fri WFH
Week C - Late - 14:30 - 23:00 - Mon - Fri WFH
Benefits:
* 25 Days Holiday and rising (plus bank holidays)
* Flexible working
* Bupa Cash Plan
* Discounted gym membership
* Charity Day
* Electric Vehicle Scheme
* Cycle Scheme
* Car Parking
Our client are an award-winning leading IT company offering complete out-sourced IT solutions to organisations across the UK and Europe. Based in Milton Park, Oxford, we provide a comprehensive range of support services and software and hardware solutions to major blue-chip clients, and our technicians are highly skilled in planning, implementing, and troubleshooting.
Primary Purpose :
The role of Junior 3rd Line Support Technician based in Abingdon, Oxfordshire, offers variety and challenges with each customer being unique and expecting excellent levels of service. The role includes: Investigate opportunities to enhance effectiveness and efficiencies for the client and share findings.
Providing first class support to our client both on-site and remotely
- Provide support to the apprentice and 2nd Line engineers on the Helpdesk by assisting with logging, managing and resolving client IT issues
- Manage/maintain and mentor on all escalations raised by the apprentice and 2nd line engineers
- Work alongside other 3rd line engineers to escalate and resolve more problematic tickets, informing the Operations Manager / Technical Manager
- Communicate daily to clients on open tickets status and expected resolution
- Managing the client's expectations with ongoing problematic tickets
- Ensure all client-related problems are logged correctly and reviewed with Operations Manager / Technical Manager
- Help the Helpdesk Management Team with continued business improvements
- Working with client's 3rd party suppliers and vendors when appropriate
- Ensuring that all role related KPI's are met
- Adhere to all company policies and procedures
- Contribute to ongoing internal training programs
- Keep up to date with developments of Planet IT's portfolio of products and with wider technological trends
- Individual self-study to achieve and maintain industry accreditation
- Undertake any other reasonable duties as required to meet the needs of the business
Required:
* 4+ years' IT experience in a corporate or services environment
* Administration of Microsoft operating systems and applications (Office etc.)
Excellent knowledge in Windows 11 installation, management, support and configuration
Good knowledge with MacOS, iOS and Android installation, management, support and configuration * Microsoft / Azure domain infrastructure; group policy, Intune, DNS, DHCP, Active Directory
* Knowledge of virtualisation technologies, e.g. VMware
* HP, Mac and Dell hardware experience
* LAN/WAN/VPN infrastructure knowledge and experience
* Wireless management experience - Ubiquiti
* Mimecast, Barracuda, Sophos experience
* Knowledge of cloud technologies
Ability to learn and think on your feet
INDIT
Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.
Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.