3rd Line Engineer
* Annual Salary: £45k - £55k
* Location: Northampton
* Job Type: Hybrid (3 days in office, 2 days remote)
We are seeking a skilled 3rd Line Engineer to provide exceptional technical support and service to our customers. This role involves acting as a point of escalation for 1st and 2nd Line support teams and maintaining strong communication to ensure efficient resolution of incidents and service requests.
Day-to-day of the role:
1. Provide 3rd line technical support to customers, ensuring high standards of customer service.
2. Log and process incidents and service requests swiftly, keeping customers regularly updated.
3. Escalate complex incidents to service team leaders as necessary.
4. Collaborate closely with 1st and 2nd line technical support and field engineers to maintain high levels of communication.
5. Ensure accurate completion of updates and job sheets following each incident or service request.
6. Assist in the training and guidance of 1st and 2nd line team members.
7. Support the service team in technical design, implementation, and support of customer incidents and projects.
8. Create and maintain customer infrastructure/service documentation.
9. Work with the problem management team to perform root cause analysis and develop countermeasures to prevent recurrence of issues.
10. Provide occasional on-site support at customer si...