3rd Line Service Desk Engineer
Location: Gloucester
Salary: £42,000
The Role
The 3rd Line Service Desk Engineer is responsible for providing all levels of technical support to remote and onsite customers with a managed service contract and to support 1st and 2nd line service desk engineers. The role is responsible for achieving and maintaining good working relationships with customers and providing a high level of customer service for all support queries whilst adhering to all service management principles. The role will consult on infrastructure problems and provide suitable networking solutions, take ownership of user problems and will work proactively to troubleshoot, respond and resolve end-user issues.
Duties and Responsibilities
o Providing support to 1st, 2nd & 3rd line engineers acting as an escalation resolution point for our customers
o Providing senior technical support to customers
o Providing coaching on technical skills and processes to 2nd Line and 1st Line staff
o Building and maintaining good working relationships with Project Managers in order to lead on 3rd line infrastructure projects, ensuring projects are completed in line with timeframes and costings
o Meeting with customers to understand the organisation strategy and working with Technical Architect and/or Solutions Architect to create IT solutions that meet those needs
o Maintaining 95% or above on our service desk SLA agreements ...