3rd Line Support Engineer

JR United Kingdom; Coventry; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a dynamic and expanding Managed Service Provider (MSP) dedicated to delivering exceptional support for a VIP client. This role involves providing escalated 3rd Line Support and engaging in various improvement and implementation projects. You will be instrumental in troubleshooting technical issues for a diverse client base, ensuring high-quality customer service at all times. With opportunities for professional development and certifications, this position offers a chance to grow your skills while making a significant impact in the tech support landscape.

Benefits

Life Assurance

Health Insurance

Paid Certifications

Development Opportunities

Qualifications

• Proven history of troubleshooting technical issues for a client base of 1350 users.
• Experience in providing escalated customer support via remote connectivity.

Responsibilities

• Handle escalated calls from customers and provide excellent customer service.
• Perform detailed fault diagnostics by remotely accessing customer environments.
• Conduct daily checks on backups and carry out preventative maintenance.

Skills

3rd Line Support

Remote Diagnostics

Customer Service

Technical Troubleshooting

Job description

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You will be working for a growing and expanding MSP, dedicated to one of their VIP clients, providing escalated 3rd Line Support, and working on improvement and implementation projects. The ideal candidate will have a proven history of troubleshooting and resolving technical issues for a client base of 1350 users via remote connectivity, telephone, or email.

• Customer Support: Handle escalated calls from customers across the UK. Provide excellent customer service at all times.
• Remote Diagnostics: Perform detailed fault diagnostics by remotely accessing customer environments.
• On-Site Support: Travel to customer sites as required for planned meetings or project work.
• Maintenance and Preparation: Conduct daily checks on backups and carry out preventative maintenance on customer environments.
• Project Work: Complete small projects, including researching and testing new products and technologies.
• Benefits: Life Assurance, Health Insurance, Paid certifications, and development opportunities.