Our client is a leading Software and Services company who are looking to hire a 3rd Line Support Engineer to based out of their office in Southampton. Reporting to the Support Lead, you will assist in providing third line technical support to their Managed Service customers. The successful candidate will require an aptitude for working within the IT Department, to undertake analysis, diagnosis and resolution of problems.
Responsibilities and Duties
Take ownership of incidents which cannot be solved immediately with the means of 2nd line support.
If necessary, request external support, e.g. from software or hardware manufacturers.
If necessary, request third party support, e.g. from customers
Restoring a failed IT Service as quickly as possible.
If no ad-hoc solution can be achieved, 3rd Line Support will transfer the Incident to expert technical support groups (Consultants).
If an unplanned disruption or degradation of service is found, the 3rd Line Support passes on the incident to Problem Management.
Liaising with clients throughout the lifecycle of the service ticket.
Prioritise and manage multiple tickets.
Ensure that any technical issues on a service ticket are escalated efficiently.
Qualifications and Skills
Willingness to try new things to influence and embed change.
Strong communication skills (both written and verbal) with the ability to establish long lasting rapport.
Strong problem solving and trouble shooting skills.
Strong influencing, negotiating and decision making skills.
Excellent time management, organisational skills, attention to detail and the ability to work to deadlines.
Reliable and punctual.
Positive attitude - acting calmly and positive at all times.
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