Senior Tech Support Engineer — 3rd Line, SLA‑Focused

Alcumus; Cardiff; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading technology firm based in Cardiff is looking for an individual to provide 3rd line technical support to over 800 users, ensuring high customer service standards. The candidate should have experience with ticket management systems and Microsoft 365 along with strong communication skills. This position offers a flexible work culture, generous holiday allowance, and various employee benefits. A Degree and relevant certifications are desirable. Candidates should be team players with strong problem-solving capabilities.

Benefits

Generous holiday allowance

Gym discounts

Cycle to work scheme

Enhanced pension scheme

Qualifications

• Experience of using a ticket management system.
• Proven experience providing 3rd level support.
• Competent with Microsoft Office applications.

Responsibilities

• Providing 3rd line technical support to 800+ users.
• Logging calls into the ticket management system.
• Supporting company hardware and software.

Skills

3rd level support experience

Customer service skills

Problem-solving

Excellent communication skills

Team player

Education

Degree level educated

ITIL Foundation

Microsoft 365 Fundamentals Certification

Tools

Ticket management systems

Microsoft 365

Job description

A leading technology firm based in Cardiff is looking for an individual to provide 3rd line technical support to over 800 users, ensuring high customer service standards. The candidate should have experience with ticket management systems and Microsoft 365 along with strong communication skills. This position offers a flexible work culture, generous holiday allowance, and various employee benefits. A Degree and relevant certifications are desirable. Candidates should be team players with strong problem-solving capabilities.