Senior IT Engineer (3rd Line)

Salary £32,000 – £40,000

Joining us as a 3rd Line Support team member you will be involved in driving the customer experience.

Whether you are finding solutions to technical problems; managing an incident; completing a project; capturing client requirements, you will play a vital role ensuring the delivery of great customer service.

You don’t need to have all the requirements below but experience of IT Support (not necessarily commercial) and an enthusiasm for the industry is a must.

 

  • Experience of monitoring and maintaining systems and networks
  • Experience with Installation and configuration of systems
  • Experience of diagnosing faults on both hardware and software
  • Experience of solving technical and application issues by phone, email or in person
  • Ability to walk clients through troubleshooting steps
  • Experience of re-fitting and/or replacing of client hardware
  • Experience of supporting updates and/or roll-outs for client applications and training of users as needed
  • Ability to work to SLA’s
  • Ability to prioritise and managing multiple open tickets
  • Ability to establish good working relationships with clients

 

You will also;

  • Take details of any problem or service requirement from clients even if they fall outside of your remit – then escalate these appropriately to the relevant team
  • Take ownership of tickets as appropriate and continue to own the task until completed even if elements of the work are delegated to others
  • At times, be required to work out of the Office, at Client sites or our Core site. This will require travel possible overnight stays and has potential for working out of office hours
  • Check for work-related emails, messages and calls from colleagues or clients out of regular office hours (evenings and weekends), especially following any significant project or support activity, to ensure client requirements are met and colleagues are supported

 

In addition you will have the following higher-level responsibilities:

  • Testing and evaluating any new tech/applications/processes
  • Training of new employees
  • Being an escalation point for your 2nd and 3rd Line colleagues
  • Problem ticket management conduct root cause analysis
  • Project Work
  • Ticket queue management, prioritising and allocating work as necessary
  • Maintenance of technical documentation
  • Keeping yourself informed of all on-going projects and multi user impacting issues

 

If you’re interested in this opening please forward your CV to recruitment@orca.co.uk

Interested in this vacancy?

Please forward your CV to recruitment@orca.co.uk.