3rd Line Service Engineer
Northampton (Hybrid)
Up to £50,000 + Benefits
With decades of experience, our client is a prominent IT services provider, known for their commitment to innovation, collaboration, and customer-focused solutions. Operating across multiple sectors and supporting public and private clientele from SME to Enterprise this is an opportunity to join an expanding team with a structured development programme and be part of their plans for growth and market expansion in 2025.
The Role:
As a 3rd Line Engineer, you will be responsible for providing 3rd line support to customers ensuring that incidents, service requests and updates are logged and processed quickly. You will work closely as a point of escalation for 1st and 2nd Line support, ensuring strong communication is maintained throughout.
* Provide 3rd line technical support to customers.
* Provide high standard of customer service, ensuring that incidents, service requests and updates from customers are logged and processed quickly and the customer is provided with regular progress updates.
* Escalate incidents to service team leaders as appropriate.
* Work closely with 1st and 2nd line technical support and field engineers to ensure a high level of communication is maintained.
* Ensure updates and job sheets are accurate and completed following each incident or service request.
* Assist with the training and guidance of 1st and 2nd line team members.
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