3rd Line Support

Job Title: 3rd Line Support
Contract Type: Permanent
Location: Nottingham, Nottinghamshire
Salary: £30000 - £35000 per annum
Start Date: ASAP
Reference: BBBH19465_1572445857
Contact Name: Steph Hoffman
Contact Email:
Job Published: October 30, 2019 14:30

Job Description

An experienced 3rd line support engineer is required to support a diverse customer base and to ensure all incidents are managed and resolved to meet all customer SLA's and departmental KPI's through timely resolution and effective communication

Essential skills include:

  • Minimum 3 years experiencing working within an IT/Telephony Support roleGood Software skills including configuration and installation of Operating systems including server 2008 and 2012
  • Knowledge on hardware
  • Understanding of Network Technologies including TCP/IP DHCP, VLAN and various WAN technologies
  • Good knowledge of how the Internet works (HTTP/HTTPS and DNS)
  • Problem solving ability, creativity to "think-outside-the-box", proven track record in proposing and implementing new solutions for customers.
  • Agility/ability to work at pace and to tight deadlines
  • Customer Facing experience with ability to demonstrate being able to manage the support requirements of demanding customers
  • Experience with Virtualisation (VM Ware, Hyper V and Virtual box)
  • Knowledge of SQL, Apache, IIS, Telecoms and experience working in/and supporting contact centers/Financial services would be advantageous
  • Excellent verbal and written communication skills
  • Experience on voice recording products - Highly Desirable

Daily activities include:

  • Incident / Problem management ensuring all customer SLA's and departmental KPI's are achieved through the timely resolution and effective communication
  • Communicating effectively with Helpdesk Analysts to ensure they can communicate effectively and manage the customer experience
  • Detailed problem reproduction on support test labs
  • Working with the team to ensure daily case allocation is managed
  • Highlighting areas of risk as soon as they are apparent
  • Perform change management including raising RFC's
  • Input to problem management highlighting situations which may require further ongoing investigation or may be relating to multiple incidents
  • Development and management of knowledge base
  • Communicate effectively with Helpdesk Analysts to ensure they can successfully communicate with the customer
  • Troubleshoot and triage 3rd line faults through to development.
  • Potential to work as part of a shift rota - to be agreed along with location as part of specific role
  • Any adhoc duties as are reasonably requested by the business.