Support Engineer

Who we're looking for

We are looking for a 3rd Line Support Engineer.

You’ll be responsible for managing escalated and priority tickets through to resolution, utilising your own resources as well as ensuring that the extensive capabilities for obtaining additional assistance within Transparity is used to aid the successful resolution of support issues. Managing effective communication, within the business and customers is critical. You will also be responsible for handling escalations from the FFC and 2nd Line teams.

What you'll be delivering

• Answer overflow calls ensuring that support tickets are raised and categorised appropriately
• Provide a re-assuring, polite and friendly point-of-contact for our customers
• Ensure that appropriate customer communication and ongoing updates are provided for the lifespan of any issue or request
• Proactive and complete time and ticket update entry within the support desk ticketing system
• Take ownership of tickets assigned or escalated to you throughout the entire ticket life cycle
• Ensure customer documentation and process guides are regularly updated as required
• Capability to follow change control procedures at all times
• Change request management through the full life cycle
• Provide expert technical assistance to our client base
• Provide expert technical assistance and mentoring to the Service Desk team
• Ensure constant ongoing understanding of Microsoft Cloud technologies and associated platforms
• Invest time into taking and passing technical examinations as agreed with the support desk team leader
• Deliver exemplary customer service
• Collaborate with Microsoft and other suppliers to resolve issues
• Provide out-of-hours technical support as required via the on-call rotation schedule
• Delivery of remote project and implementation tasks
• Technical assistance for new customer acquisitions
• Support the new customer journey
• Critical incident management and root cause analysis
• Internal process development, deployment, and training
• Knowledge transfer and development of team colleagues
• Identify opportunities for improvement within customer environments
• Ensure the wider Service Desk team are updated on new and retiring Microsoft technologies
• Attendance at customer sites to provide on-site technical support may be required
• Meet assigned individual key-performance-indicators (KPI’s)
• Ensure that personal time management is of the highest priority and that punctuality is a key focus

We think you'll be successful in this role if you have some of the following

• Excellent customer-facing and service skills
• Ability to connect with customers and build rapport
• Excellent written and verbal communication
• Self-motivation
• Organised and punctual
• Creative problem-solving
• Capability to work effectively within a team, along with mentoring of juniors
• Extreme attention to detail
• Willingness to learn
• Experience as a 2nd or 3rd line IT support/service desk role required
• Experience using Microsoft 365 software required
• Experience using Autotask desirable
• Certified in Microsoft 365 Administrator/Expert advantageous
• Certified in Microsoft Azure Administrator/Expert advantageous
• Certified in other Microsoft Cloud technologies advantageous

What we'll offer in return

In addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey:

• To work at a 3* World Class Best Company
• Flexibility over where you work with our Winning from Anywhere® approach
• 25 days holiday
• Home working allowance paid monthly
• Winning from Anywhere® allowance to help your set up at home
• 24/7 GP at hand
• Immediate 24/7 access to an Employee Assistance Programme
• We’ll support you when you’re not well with our Company sick pay scheme
• Private health insurance after a successful year’s service
• Enhanced parental pay and leave, supporting you with those precious life moments
• Access to the Perkbox platform to help make your money go further
• Cyclescheme
• Electric car scheme
• And many more!