3Rd Line Support Engineer

WSR are looking for a hybrid 3rd Line Support / Client Services Engineer to join the team of our esteemed client based in Central London.

Job Title:

3rd Line Support / Client Services Engineer

Reporting to:

CTO

Location:

Central London (rotating 1 week in office, 1 week remote working)

Salary & Benefits:

Up to £45,000

1. Personal development opportunities
2. Additional holiday day annually for birthdays
3. Death in service insurance
4. Employee benefits platform
5. Pension
6. Annual Bonus

Our client is a managed service provider specialising in providing personable IT services to a range of small and medium enterprises. They pride themselves on their responsiveness to client’s queries and approachable technical staff.

Role Overview:

The successful applicant will be responsible for providing technical assistance to a variety of end users which includes answering questions, consulting or resolving systems issues via telephone, remote connectivity or in person.

The role will be acting as the escalation point of contact for engineers, providing immediate advice and resolution via troubleshooting and configuration updates. From the point of escalating a ticket you will be the ticket lead, responsible for providing a resolution, liaising with other engineers as required, and following up with the client to ensure that they’re happy with the service. The role will deliver a high level of hardware and software support by efficiently providing technical assistance in relating to installations, upgrades, applications, email and operating systems.

Duties and Responsibilities:

1. Assist end users by providing technical support to raised queries in a professional manner while maintaining a high level of customer service and working with Tier 2 engineers effectively as required. This may be remote troubleshooting or involve site visits.
2. Take ownership of all technical queries, ensuring that they are resolved within accordance to each client’s SLA.
3. Manage ticket queue, ensuring that all open tickets are up to date with relevant troubleshooting steps and current ticket status.
4. Maintain a thorough record of client information through our documented change processes.
5. Create and maintain an IT knowledge base for use by other field engineers as well as clients.
6. Evaluate client’s efficiency of different IT systems and recommend improvements.
7. Manage client systems including Microsoft Exchange, Active Directory, local and cloud file storage, disaster recovery, VoIP etc. in a proactive manner to ensure minimal downtime.
8. Provide clients with recommendations for hardware solutions such as laptops, wireless access points, storage devices etc.
9. Liaise with third party hardware and software providers in order to effectively troubleshoot client issues in a timely manner.
10. Install and perform repairs to hardware, software or peripheral equipment, following design or installation specifications.
11. Maintain systems, install new hardware and make modifications as required.
12. Identify and research future infrastructure systems and technology innovations and apply this knowledge to client infrastructure improvements.
13. Provide clients with advice and support on system improvements and benefits.
14. Assist with project work as requested. This may include design, implementation or a combination of both.

Required Technical Skills:

1. Strong working knowledge of Windows 10 and MacOS.
2. Network experience; LAN, WAN, Wi-Fi including troubleshooting and configuration.
3. Strong working knowledge of Windows Server 2019 onwards; Active Directory, DFS, FAP, Hyper-V, ADFS, DHCP, DNS.
4. Understanding of PC hardware and software setup and configuration including TCP/IP networking skills.
5. Cloud Technologies; Microsoft 365, Google Workspace, AWS, Azure.
6. Experience in troubleshooting client-side applications such as Microsoft Office, Sage, CRM systems.
7. Advanced problem-solving skills.
8. Excellent communication skills both verbally and written, ability to communicate with clients at all levels in a professional manner.
9. Relevant up to date Microsoft Accreditations.

Personal Requirements:

1. Self-driven, results-oriented with a positive outlook, initiative, and leadership ability.
2. A clear focus on high quality work.
3. A natural forward planner who critically assesses own performance.
4. Pleasant, polite, mature, credible, and comfortable in working in a corporate environment.
5. Good communication skills for dealing with diverse range of colleagues and customers.
6. Keen for new experience and grow skill sets.
7. Must be able to handle the pressures of simultaneously coordinating a wide range of activities and recommend appropriate solutions when needed.

Please click ‘APPLY NOW’, or call the WSR Team at (phone number removed) for more info.

We appreciate the time and effort invested in your application. While we strive to respond to all applicants promptly, we kindly ask for your understanding in case of delays. If you do not hear from us within 10 days of submitting your application, please assume that, unfortunately, you have not been successful this time.

We will however keep your CV on file and review your suitability against any other vacancies we may have available.

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