3rd Line Support

3rd Line Support

The Opportunity:

Join a thriving IT department supporting a diverse workforce of approximately 5,000 people across multiple platforms and locations. You will have the chance to manage and support cutting-edge Microsoft modern workplace solutions, as well as Microsoft Dynamics, in an environment where technology drives business success. This is an exciting opportunity to take on a pivotal role within a high-performing team, ensuring systems are maintained and optimized to meet the needs of the business.

The Why?

1. Impactful Role: Be the highest level of technical support, ensuring that complex issues are resolved swiftly and effectively, contributing directly to the company’s success.
2. Career Development: With continuous learning and improvement at the core of the team’s ethos, you’ll have ample opportunity for professional growth and skill enhancement.
3. Collaboration & Culture: Work in a collaborative environment with a variety of internal and external stakeholders, fostering teamwork and communication across departments.

The What?

• Key Responsibilities:
• Provide expert-level technical support for complex IT issues, ensuring swift resolution and full documentation in the ITSM Solution.
• Handle escalated incidents from 1st and 2nd line support, conducting in-depth diagnostics and root cause analysis.
• Process Post Incident Reviews to ensure user concerns are addressed and incidents are fully resolved.
• Oversee system maintenance, ensuring optimal performance and reliability of IT infrastructure.

• Required Skills & Experience:
• Strong analytical and troubleshooting skills, with a methodical approach to resolving complex technical issues.
• Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Ability to document technical processes, project estimations, network schematics, and quotations.
• Ability to work efficiently as part of a team and collaborate with multiple departments.
• Minimum of 5 years of IT support experience, with at least 3 years in a 3rd line support role.
• A solid understanding of business processes and how they can be supported and improved by technology.

FORT – Future of Recruiting Technologists is a technical & IT search consultancy that specialises in placing experienced professionals & teams with leading technology companies in the North of England.

We strive to provide our candidates with the most transformative opportunities available. For our clients we understand that technical expertise alone does not make for the best employee. We take time to ensure a strong cultural and technical fit through deep understanding of our client's business and project needs. Ultimately, we pair technologists with businesses based on more than just skills.

Our values and standards are the bedrock of every interaction; Continual Development, Compassion and Consistency.

Please get in touch!