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For Companies At a Glance
- Tasks: Resolve technical issues and support clients with challenging cases.
- Company: Join a dynamic Managed Services Provider focused on innovative IT solutions.
- Benefits: Enjoy flexible working options, professional development, and a collaborative culture.
- Why this job: Be part of impactful projects and mentor fellow engineers in a supportive environment.
- Qualifications: 8+ years in IT support, with expertise in Microsoft 365 and IT systems.
- Other info: Opportunity to lead projects and work with diverse teams across the organisation.
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:
- Minimum 8 years experience working for a Managed Services Provider (MSP, or MSSP), or an in-house IT support team.
- 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 SLA’s 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 employer: Zenzero
Contact Detail:
Zenzero Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Support Engineer
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as Microsoft 365 and ITSM tools like ConnectWise or ServiceNow. Having hands-on experience or certifications in these areas can significantly boost your chances.
✨Tip Number 2
Network with current or former employees of StudySmarter on platforms like LinkedIn. Engaging with them can provide you with insider knowledge about the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 3
Prepare to discuss your experience with problem management and project delivery in detail. Be ready to share specific examples of how you've successfully resolved complex issues or led projects, as this aligns closely with the responsibilities of the role.
✨Tip Number 4
Demonstrate your communication skills by practicing clear and professional responses to potential interview questions. Since the role involves significant customer interaction, showcasing your ability to communicate effectively will set you apart from other candidates.
We think you need these skills to ace 3rd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially your 8 years in Managed Services or IT support. Emphasise your knowledge of Microsoft 365 and any specialised certifications you hold.
Craft a Strong Cover Letter: In your cover letter, explain why you're a great fit for the Technical Services Engineer role. Mention specific experiences that demonstrate your problem management skills and ability to work under pressure.
Showcase Communication Skills: Since communication is key in this role, provide examples in your application of how you've effectively communicated with clients and teams in previous positions. Highlight your professionalism in both written and verbal communication.
Highlight Project Experience: Detail your involvement in project delivery, particularly in infrastructure projects or cloud migrations. Mention any experience with ITSM tools like ConnectWise or ServiceNow, as well as your understanding of ITIL and PRINCE2 methodologies.
How to prepare for a job interview at Zenzero
✨Showcase Your Technical Expertise
Be prepared to discuss your experience with Microsoft 365 and other IT systems in detail. Highlight any specialised knowledge or certifications you have, especially in networking, server infrastructure, or cloud services like Azure.
✨Demonstrate Problem-Solving Skills
Expect to be asked about challenging technical issues you've resolved in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your analytical skills.
✨Familiarise Yourself with ITIL and PRINCE2
Since the role requires an understanding of ITIL and experience in PRINCE2 projects, brush up on these methodologies. Be ready to discuss how you've applied them in previous roles, particularly in managing incidents and service changes.
✨Communicate Effectively
As communication is key in this role, practice articulating your thoughts clearly and professionally. Prepare to demonstrate how you would communicate with clients and team members, ensuring you meet the company's quality standards.
