3rd Line Support Technician Full Time

City, Manchester
Netteam tX Ltd

Job Title: 3rd Line Support Technician

Location: Manchester

Salary: 37,000 – 44,000 per annum

Job Type: Full Time, Permanent

At Netteam tX, we recognise and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centred around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great

About the role

You will provide 3rd Line technical support in a service desk environment for multiple clients, being an escalation point for other service desk engineers. You will take the lead in resolving complex technical issues, analysing client challenges to identify recurring trends, and researching innovative IT technologies to drive continuous improvement and enhance service delivery. You will build strong customer relationships through customer knowledge, ensure technical documentation is thorough to make ongoing support as efficient as possible

Responsibilities

• Logging and actioning end-user service requests in PSA system, following Service Desk procedures and policies
• Address technical queries promptly and efficiently, prioritising them to meet KPIs and customer service expectations
• Diagnose and resolve technical issues
• Respond to escalations from 1st Line and 2nd Line Support Technicians by offering support and technical advice to resolve client queries
• Install, maintain, and troubleshoot client hardware and software in accordance with company standards, including reconfiguring and performing system upgrades when necessary
• Maintain and update accurate client site documentation via IT Glue, championing the importance of documentation
• Maintain company’s Information Security policies and procedures
• Propose improvements to client systems and services to continuously enhance their systems and operations
• Keep up to date with new technologies adopted by Netteam and our client base
• Improve your technical knowledge through company training and self-study
• Provide out-of-hours support to our clients on a rota basis (2nd and 3rd line only)
• Network troubleshooting, diagnosing connectivity issues, configuring routers and switches, monitoring network performance, and resolving IP conflicts
• A solid understanding of Information Security Management Systems (ISMS) and a commitment to maintaining compliance with relevant data protection policies and regulations

About you

Experience

• IT related degree or relevant qualifications highly desirable
• Demonstrable experience as a Service Desk Engineer
• Able to demonstrate a good all-round knowledge of IT principles
• Experience with PSA/RMM tools such as Autotask, AEM and IT Glue to provide enhanced support services to all clients would be advantageous
• Experience in initial remote diagnostics along with analysis and monitoring would be advantageous
• The willingness to learn new software and hardware skills
• Experience of Microsoft Windows Server/Desktop environments
• Detailed experience with Microsoft 365 and related technologies
  • Exchange Online
  • Azure Active Directory
  • Conditional Access/MFA
  • Mobile Device Management
  • Azure Information Protection/DLP
• Detailed experience with Backup/DRaaS technologies, Azure Active Directory & IaaS
• Knowledge of Knowledge of Networking technologies – TCP/IP, Firewall, Routing/Switching, InTune & Conditional Access Technologies
• CCNA certification is desirable
• Knowledge of Networking (S2S/P2S VPN, VLAN, LACP), Firewalls (NAT/PAT/ACLs), SSL Certificates, Voice support and email security is desirable
• Current and valid UK driving license is desirable
• Experience of MSP and or Hospitality is advantageous but not essential

Personal

• Excited about tech and thrives on developing an understanding of new technologies
• Possesses good written and verbal communication skills and the ability to clearly communicate complex technical issues to non-technical clients
• Recognises the importance of frequent and clear communications
• Keen to research new products and information around technical solutions that could provide answers and solve problems which benefit the whole team
• Disciplined, with the ability to prioritise and execute tasks under pressure
• Harnesses pressure to deliver results

Why join us?

• We make work life balance a normal, not a benefit
• Some flexibility to work from home
• A fun and productive place to work
• Workplace Pension
• Comprehensive inhouse and external training offered
• Great team of people to work alongside
• Competitive salary that reflects your skills and experience

In line with our recruitment policy and client expectations, some roles will be subject to a basic DBS disclosure

Please click on the APPLY button to send your CV for this role

Candidates with experience of: Helpdesk Engineer, Service Desk Technician, Infrastructure Engineer, 3rd Line Support Engineer, IT Technician, 2nd Line Support Technician, Technical Support, IT Support, IT Systems Engineer, IT Systems Technician may also be considered for this role