We are currently recruiting for a 3rd Line Support Technician for a Market leading and fast growing IT Managed Service Provider who are specialist in cloud services based in Warrington. This will be offering £40,000 with an excellent benefits package and excellent opportunity to work for a great company.

About The Role:

Reporting to the Head of Technical Services, to be a high level of technical resource in the firm with a principal responsibility of ensuring solutions to escalated client issues are achieved within SLAs and providing a sustainable resolution.

Principle Accountabilities

To work within the helpdesk team within our client and with an effective resolution of escalated issues and positive high level of technical advice. From time to time, depending on the needs of the business this may involve some additional support to aid any project related work. This role also demands strong documentation skills, the ability to follow proven internal processes and to work unsupervised and manage allocated workload and priorities

Ensure delivery of any activity to the highest professional standards.

Ensure resolutions are achieved within SLAs.

Ensure a good relationship between the client and company

Take ownership of escalated issues within the helpdesk team.

Track all incidents logged on Company’s ITSM Tool

Ensure that effective change control methodologies are operated with clients

Assist in maintaining client satisfaction within the helpdesk team.

Ensure the achievement of targeted KPIs

Ability to develop and recommend solutions for problems/issues

Ensure the capture of time recording for all activity

Provide as required a high level of technical input to the helpdesk support team

Ensure that the third-party applications are installed and run effectively and efficiently across all customer platforms On-premise and hosted

Keep abreast of market/technology developments to ensure the firm is planning to use the most effective methodology to support its business objectives

Ensure that the Knowledgebase is updated with any problem/solutions found.

Ensure call lists and customer communication is maintained.

To log support calls from customers, both internal & external, and ensure all relevant incident information is gathered from the customer.

Respond to contact from customers via the portal, email and telephone and maintaining a high level of customer service during all contact.

Respond to customers within agreed service levels and ensure all support processes are followed

To troubleshoot customer problems and diagnose where issues lie. To ensure quick escalation within the company if required.

Responsible contact with relevant authorities for Information Security and the responsibility for Confidentiality, Integrity, and Availability for ISO27001 for 3rd Line Support Technical service provision

Be an escalation point for Service Team and deliver responses within SLAs

Provided Daily work updates for Project Deliverables and Datacentre work

Log all working hours in companies time management tool and diary management

Essential Skills & Experience

5+ years are supporting multi-site network environments to include LAN, WAN, VPN, Citrix, Microsoft, SAN, DR Systems.

Experience with monitoring systems would be an advantage

Ideally supported a hosted environment with experience of datacentres

Ideally previous experience of working for an IT service provider in a professional services environment or service delivery environment

Able to gather relevant information systematically to troubleshoot and resolve issues

Proven ability to work in a cloud-based or hosting environment

Proven track record with hosted desktop and published applications

Ability to maintain good working relationship with third party service providers and vendors

Able to demonstrate a very strong interest in technology

About The Benefits

Salary of £40,000

Free parking


Healthcare for you and your family

Individual training and development plan

Games room

Discount Voucher Scheme

Reward & Recognition Awards

Regular fully funded staff events

Childcare Vouchers

Great location and accessible offices

To Apply

If this sounds like a role you will LOVE, please send your CV to Stephanie@jobwise.co.uk

We aim to respond to all successful applications within 2 days. If you haven’t been contacted within 2 days your application has been unsuccessful and your details will not be held.  Please check our Website and apply directly for any other suitable positions you see. We apologise that we are unable to contact everyone in person and thank you for your interest.

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