3rd Line Tech Support Consultant – Huddersfield Centre (Fridays Off)

Interface Recruitment; Huddersfield; On-site; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Friday afternoons off

Holidays: 22 days + 3 extra days over

Pension: Workplace

Job summary

Interface Recruitment is seeking a 3rd Line Technical Support Consultant to join our Technical Services Operations. You will deliver remote technical support to clients and internal staff, diagnose faults, and drive issues to resolution, with a strong emphasis on customer service and clear communication.

You will work with Windows desktops/servers, SQL, Exchange, AD, Office 365, VPNs, Firewalls, and VMWare/Citrix, ensuring incident resolution and knowledge-base documentation.

Qualifications

• 5 years experience within a Support Team environment
• Ability to research and solve complex issues without input
• Providing reasonable time-scales for work and communicating when they need to change
• Comfortable working alone and within a team
• Willingness to learn and stay up to date with technologies
• Team skills - Work well with others and able to explain complex ideas to people at any level
• Willing to train others
• Able to clearly document fixes for others to follow
• General Microsoft Office skills
• Excellent communication skills
• Able to manage and prioritise own workloads and keep to deadlines
• Good relationship skills to rapidly establish rapport with customers and other professionals
• Full clean driving license
• Desirable
• VMWare, Citrix
• MCSE/MCSA/COMPTIA
• Office 365 - SharePoint Online & Azure AD

Responsibilities

• Provide 3rd Line technical support via telephone, remote access and email, keeping within the procedure time limits
• Be responsible for providing 3rd line investigation and subsequent resolution of customer or internal employee incidents escalated from the 1st/2nd Line
• Proactively identify potential serious issues and identify a course of action to minimise the possibility of impacting customer’s or our own systems availability
• Understand the need to and know when to elevate to the IT Support Team Manager on identification of a major incident
• Back up any investigation and resolution activity with appropriate documentation for population into the team's knowledge base
• Proactively react to variations in the incoming call management to provide an effective support service
• Log all calls and sub calls directly on to the database at point of contact and ensure all calls are kept up to date
• Prioritise by severity and manage calls and outstanding call logs
• Have the ability to explain complex technical issues in a non-technical way and provide support to customers
• Need to have excellent communication skills and be an all-rounder who is driven by customer service
• Maintain customer (internal or external) confidentiality and security at all times

Skills

3rd line support

Customer service

Communication skills

Troubleshooting

Documentation

Teamwork

License

Tools

Windows Desktops 7-10

Windows Server 2008-2016

SQL Server

IIS

Exchange

Active Directory

DNS

DHCP

Office365

Hyper-V

Firewalls

VPN

TCPIP

VLANs

Routing and Switching

Web Hosting

RAID

NAS Storage

Job description

Interface Recruitment is seeking a 3rd Line Technical Support Consultant to join our Technical Services Operations. You will deliver remote technical support to clients and internal staff, diagnose faults, and drive issues to resolution, with a strong emphasis on customer service and clear communication.

You will work with Windows desktops/servers, SQL, Exchange, AD, Office 365, VPNs, Firewalls, and VMWare/Citrix, ensuring incident resolution and knowledge-base documentation.