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3rd Line Support Engineer

£30,000 to £35,000
Job Type
22 Mar 2021
My client an IT Services & Support business are actively looking for a 3rd line remote & field based IT specialist.

This role will require 2 days /week on site in either Birmingham or Keele with the remaining days either providing remote support from home or visiting customer sites (when safely able to do so)


The Technician should have one or more of the following qualifications in a technical subject:

Microsoft Certified Professional
Cisco Certified Network Associate (CCNA)
VMware Certified Professional (VCP) or equivalent
Microsoft Certified Systems Administrator or equivalent
Watchguard or Firewall Certification
Must have a good understanding of:
Fault Finding & troubleshooting
The 7 layer OSI Model
Customer Service
Desktop operating systems
Networking Infrastructure (including VLAN and Spanning Tree)
IT security
Microsoft Windows Server
SQL Server VMWare
Active Directory
Microsoft O365 and Azure

Activities will include but not be limited to:

Ensure all services requests are dealt with promptly within the agreed SLA (service level agreement). Prioritising workload to make sure calls/work are responded to according to priority whilst adhering to SLAs. Ensuring the customer is clearly kept up to date and informed always.
Ensures effective logging of every request in the Service Desk Software and CRM
Support Service desk as required to review incoming request and fact find and categorise and resolve as required
Fact find and ensure that we have accurate and relevant information from the end user to enable us to troubleshoot the issue. o Categorise the type of service desk ticket (Priority 1 Fault, Priority 2 Fault, Standard Fault, Change Request, Request for Information)
Proactively manage existing customer service desks tickets, chasing third parties, customers as required. Ensuring the customers expectations are managed throughout the process.
Be able to demonstrate to users how/when they have generated and IT issue through misuse of the system and support them, so they don't cause the same error again.
Develop less skilled or experienced colleagues through coaching support and timely feedback.
Liaising with customers to provide support with regards to networking issues
To help produce and maintain service desk statistics, reports, checklists and other documentation as necessary. Monitor own workload, outstanding tickets and escalate potential breeches/issues in a timely manner.
Carry out preventative maintenance and updates on servers.
Ensure change control procedures are followed for all changes and accurately recorded including updating and maintaining all technical documentation
Aid with the setup and configuration of smartphones and tablets etc where required
Attend customer sites as required to ensure project work or support is undertaken effectively
Be part of an on-call rota
Continuously develop and maintain own knowledge and skills

This role would suit an experienced 3rd line support analyst based in commutable distance from Birmingham or Keele.

Please note, if your application is suitable, one of our consultants will call you within 5 working days. If you have not heard from us within this time, your application has unfortunately been unsuccessful, however, we will keep your details on our talent management system to consider you for future opportunities.

ASC Connections Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. We are committed to equal opportunity and diversity
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  • Job Reference: 250002099-2
  • Date Posted: 22 March 2021
  • Recruiter: ASC Connections
    ASC Connections
  • Location: Birmingham
  • Salary: £30,000 to £35,000
  • Sector: I.T. & Communications
  • Job Type: Permanent