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- Tasks: Resolve complex technical issues and support exciting projects in a dynamic environment.
- Company: Join a forward-thinking tech company focused on innovation and teamwork.
- Benefits: Enjoy competitive pay, health perks, remote work options, and growth opportunities.
- Other info: Be part of a collaborative team with excellent career advancement potential.
- Why this job: Make a real difference by solving challenges and mentoring fellow engineers.
- Qualifications: Experience with Microsoft 365 and IT systems; strong problem-solving skills required.
The predicted salary is between 36000 - 60000 £ per year.
The Technical Services Engineer role is critical to ensure high levels of investigative and analytical support to clients. You will be responsible for resolving technically challenging cases, investigating problems escalated from the Service Desk and Technical Services teams, within agreed KPIs and SLAs. You will be involved in large scale projects, problem management, and development and implementation of long term solutions. You will provide coaching and mentoring of other Engineers and deputise for the Senior Technical Services Manager, as required. You will also be involved in project delivery, including but not limited to infrastructure projects, deployments, cloud migrations, as well supporting the Field Services team with onsite deployments if required. You will communicate with customers, using appropriate channels, whilst ensuring all communications, ticket notes and time entries, meet our quality standards.
Key Responsibilities:
- Work on service tickets assigned to you. These may have been logged via telephone, portal, booking systems, email, or a chat.
- Work on project tickets assigned to you. These will come from the PMO team and require focus, planning and research.
- Collaborate with specialist teams out-with the TFS structure to progress and resolve cases where their expertise is required.
- Record your work and time accurately, reflecting the effort expended. Making use of tooling to increase accuracy and timeliness of time entries.
- Communicating with customers, via the appropriate channels, always ensuring that written and verbal communication is professional and meets our standards.
- Ensure appropriate adherence to performance targets including KPIs and SLAs.
- Build excellent working relationships within the TFS team, with other teams within the Managed Services Department, as well as within the wider organisation.
- Work with Team Managers, Team Leaders and Account Managers to ensure positive outcomes for our customers.
Requirements:
- Knowledge and technical understanding of Microsoft 365 and general business IT systems.
- Specialised knowledge/certification in more than one field of IT systems e.g. networking, server infrastructure, Azure, web services.
- Experience of leading problem management, service change or implementation, or project delivery.
- Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask in a service and project capacity.
- Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLAs, incident Management, Service Request Fulfilment and Change Management.
- Experience working within PRINCE2 projects, as a team resource.
- Ability to demonstrate strong dispute resolution skills, working in high-pressure environments and ability to identify alternative solutions.
- Ability to demonstrate excellent troubleshooting skills.
- Ability to demonstrate strong team working and team leadership skills.
3rd Line Support Engineer in Leeds employer: Rabb-IT
Contact Detail:
Rabb-IT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Support Engineer in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that 3rd Line Support Engineer role.
✨Tip Number 2
Prepare for those interviews by brushing up on your technical skills and problem-solving abilities. We recommend practising common interview questions related to Microsoft 365 and ITIL processes. Show them you’re the go-to person for resolving tricky cases!
✨Tip Number 3
Don’t forget to showcase your soft skills! Communication is key in this role, so be ready to demonstrate how you can effectively communicate with customers and collaborate with teams. We want to see your personality shine through!
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace 3rd Line Support Engineer in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 3rd Line Support Engineer role. Highlight your experience with Microsoft 365, ITIL, and any relevant certifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit. Don’t forget to mention your problem-solving skills and experience in project delivery.
Showcase Your Communication Skills: Since communication is key in this role, make sure your written application reflects your ability to communicate professionally. Use clear language and structure your application well, so we can see your attention to detail.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Rabb-IT
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365 and other IT systems mentioned in the job description. Be ready to discuss specific scenarios where you've used these technologies, as well as any certifications you hold. This will show that you're not just familiar with the tools, but that you can apply them effectively.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled complex technical issues in the past. Think about times when you led problem management or project delivery. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it clear how you approached challenges and what the outcomes were.
✨Communicate Like a Pro
Since communication is key in this role, practice articulating your thoughts clearly and professionally. You might be asked to explain technical concepts to non-technical stakeholders, so be ready to demonstrate your ability to adapt your communication style. Consider doing mock interviews with friends or colleagues to refine your delivery.
✨Understand the Company Culture
Research the company’s values and culture before the interview. This will help you align your answers with what they’re looking for in a candidate. Be prepared to discuss how you can contribute to building excellent working relationships within the team and across departments, as collaboration is crucial in this role.