Act as an escalation point of contact for technical assistance for Argon customers as part of a tiered support system whereby you will be expected to assist to resolve issues that 1st and 2nd line are unable to support.
Being part of the Argon 3rd line team, you will be responsible for maintaining Argon customers IT infrastructure and services such as regular patching and software updates. You will be responsible for generating and updating any appropriate documentation and feeding down any appropriate changes to the 1st and 2nd line teams (where it impacts on the functions and procedures these teams perform).
Individually or as part of the engineering team, engage in specific IT projects such as infrastructure changes or new deployments, development or evaluation of new solutions and the on-boarding new clients including the production of required support documentation.
You may, by training, qualification, or experience form part of one or more specialised sub-teams such as Networking, Azure or Microsoft365.
You will be the expected to engage with customers by phone, via the self-service portal or email and conduct yourself in a professional manor.
You will accurately record all activity updating ticket progress as you go keeping to service level agreements (SLAs).
You will also be expected to form part of the on-call rota with the expectation of being on-call no more than one week in every four.
You will subscribe to personal development and self improvement and work towards additional training and qualification requirements as deemed necessary by the Company
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