Senior Technical Support Specialist

Franklin Fitch; Frome; On-site; GBP 10,000 - 40,000; Full time

Job summary

An established industry player is seeking a skilled 3rd Line Support Analyst to enhance their Service Desk team. This role involves managing escalations, providing technical expertise, and ensuring exceptional customer experiences. You will work collaboratively with various support teams to troubleshoot and resolve issues, while also contributing to system upgrades and IT infrastructure management. Join a forward-thinking company that values client relationships and offers a dynamic work environment with numerous benefits, including additional leave and private medical insurance. If you have a passion for IT and a commitment to excellence, this opportunity is perfect for you.

Benefits

Zusätzlicher Urlaub

Firmenveranstaltungen

Betriebliche Altersvorsorge

Fahrrad zur Arbeit

Kostenloses Essen

Parkplätze vor Ort

Private Krankenversicherung

Krankengeld

Homeoffice-Möglichkeiten

Qualifications

• Erfahrung in einem MSP-Umfeld als 2nd Level Support oder höher.
• Ausgezeichnete Fähigkeiten im Kundenservice und in der Problemlösung.

Responsibilities

• Bereitstellung eines hervorragenden Kundenerlebnisses durch technische Problemlösung.
• Zusammenarbeit mit 1st und 2nd Line Support-Teams zur effizienten Problemlösung.

Skills

Kundenservice

Problemlösung

Zeitmanagement

Dokumentationsfähigkeiten

Education

3+ Jahre IT-Erfahrung

Tools

Windows Server

Microsoft 365

Azure

PowerShell

ADSL

VPN

Job description

This range is provided by Franklin Fitch. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Franklin Fitch

Recruitment Consultant at Franklin Fitch

Third Line Support Analyst

Location: Bath

An award-winning, market-leading MSP based in Bath is looking for a 3rd Line Support Analyst to join the Service Desk team.

The Role:

You will be dealing with escalations from our 2nd line team, whilst working with the Service Manager to identify areas for improvement for our clients on the Service Desk. Our 3rd line engineers also provide technical expertise to all areas of the business as required, from project planning to security and maintenance. We truly care about our clients and want to help them get back to their role as efficiently as possible.

Key Responsibilities:

• Providing excellent customer experience, through friendly, helpful technical issue resolution.
• Collaborate with 1st and 2nd line support teams to escalate, troubleshoot and resolve issues efficiently.
• Recording incoming support requests and maintaining detailed, accurate notes and time records.
• Referencing and updating client documentation and user guides.
• Perform system upgrades, installations, and configurations.
• Assist in the management and maintenance of client IT infrastructure.
• Carrying out on-site work if required; troubleshooting, infrastructure installation, hardware refresh and other projects.

Requirements:

• 3+ years of professional IT experience ideally in an MSP environment at 2nd level support or higher.
• Excellent customer service and problem-solving skills.
• Organisational, time management and documentation skills, preferably with experience of logging time.

Technical Skills required:

• Windows Server including; Active Directory, DHCP, DNS, File Services, Group Policy management, RDS, IIS, SQL, plus server hardware troubleshooting, versions 2012/2016/2019/2022.
• Microsoft 365 and Azure administration experience, including InTune & Endpoint management & PowerShell skills.
• Networking diagnosis, including; ADSL, VOIP, VLAN, VPN and switch management.
• Backup and DR experience.
• Cyber Security awareness and remediation skills are desirable.
• Experience of working within ITIL or SDI frameworks is desirable.

Benefits:

• Additional leave.
• Company events.
• Company pension.
• Cycle to work scheme.
• Discounted or free food.
• On-site parking.
• Private medical insurance.
• Sick pay.
• Work from home.

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

Industries

Staffing and Recruiting