Stone Technologies Limited, a Converge company, is an innovative, highly accredited market leading technology provider with high employee engagement working to a clear set of values with sustainability central to its activities.
Everyone is welcome at Stone and will always be supported in their career with us. We encourage our people to bring their authentic selves to work and we will always ensure everyone here has an equal opportunity to reach their full potential.
At Stone we support employees and embrace diversity. This goes beyond policies and procedures to nurturing a culture of inclusivity and engagement. From comprehensive training programmes including apprenticeships, to volunteer days and community engagement, we support every employee.
Built around sustainable business methods, dedication to our customers, delivering the best possible service, believing in our people, always working with integrity and continuously innovating ourselves, we understand that taking inclusion & diversity seriously as an organisation is imperative to ensure we live up to our values.
Do you have a passion for technology and great customer service? Do you enjoy solving IT related issues? Are you looking to work in a fast-paced environment? Do you want to be part of a growing award-winning technology company?
We are seeking a 3rd Line Support Agent to join our Support & Managed Services Team.
3rd Line Support Agent
We are looking for a 3rd Line Support Agent to provide all levels of technical support to customers with a Managed Service contract (including 24x7x365 contracts) and support to all other 1st and 2nd line Service Desk Agents.
Key tasks will involve:
* Responding to and fixing reported incidents within given SLAs
* Providing high levels of customer service and ensuring customer satisfaction throughout
* Performing system health checks to pre-determined schedules and completing system reports
* Supporting 1st and 2nd line support technicians and customers with support requirements
* Maintaining customer support documentation
* Assisting in the build of Stone Servers
* Responsible for Customer Change implementations
* Supporting Technical projects as required
* Supporting the training of other team members
* Ensuring procedures, latest fixes and Knowledge base articles are kept up to date
* Taking ownership of complex technical issues and escalating to Technical Lead as required
* Engaging in Problem management working with the Technical Lead
* Maintaining a high degree of customer service for all support queries and adhering to all service management principles
* Consulting on infrastructure problems and providing suitable system and networking solutions
* Taking ownership of user complex incidents, changes and problems and being proactive when dealing with user issues as part of our 24x7x365 support
* Troubleshooting and resolving the more complex 3rd line issues that 2nd line engineers have escalated, whilst maintaining an accurate task record in our Service Desk system
* Proactively helping resolve 1st / 2nd / 3rd line tickets where required
* Participating in infrastructure installation, hardware refresh and other projects as occasion demands
* Complying with Stone’s internal management systems and safety procedures
* Supporting Stone’s corporate social responsibility strategy
* Undertaking any other ad hoc duties or projects as requested by the reporting Manager
* Supporting the build and configuration of Stone servers
* Providing timely support documents, procedures and quick guides for the wider support teams
The suitable candidate will have a good standard of education with a ‘C’ or equivalent in Maths as well as previous experience (minimum 5 years) providing Technical Support, preferably in an MSP or IT Consultancy environment. They should also have a broad understanding of networking technologies and principles.
It is also desired but not essential to be degree educated with an MCSE qualification, VMWare and/or Hyper V Certification and recognised industry-related qualifications in diverse areas.
Good working knowledge of Microsoft System Centre including Operations and Virtual Machine Manager & Configuration Manager, good knowledge of VMWare (vCenter / ESXi) and working knowledge of Veeam Backup & Replication and Microsoft DPM is also desirable.
We reserve the right to close this vacancy early if we are in receipt of sufficient applications for this position.
No terminology in the advert you have seen is intended to discriminate on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or beliefs, sex or sexual orientation, and we will gladly accept applications from all sections of the community. We have an equality, diversity, and inclusion policy.
To discuss any reasonable adjustment or request a paper-based application form as an alternative, please contact HR on 08448 22 11 22.
Agencies need not apply.
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