3rd Line Technical Support

EllisKnight are looking to hire a permanent 3^rd line Technical Support Analyst to work for a great West Oxfordshire based IT Managed Service Provider. The role will be working alongside a busy MSP helpdesk to provide a technical escalation and higher resolution service for both

The main roles for this job will include; working with internal members of the helpdesk to act as an escalation point to fix complex problems, communicating directly with clients, working with technical consultants to assist with project work and to be able to see an issue through to completion.

We are a client driven technical group of individuals and we understand the impact that IT problems can have on a business. We will go above and beyond to respond to urgent client needs and build valued relationships. When we need downtime, our break out area comes equipped with their own classic arcade machine and ping pong table!

Duties and Responsibilities

• Excellent communication skills will be required with all clients, 3^rd party companies, and staff members to help to keep everyone informed with current issues and solutions.
• Understanding client SLA's and their potential impact and response times for high, medium and low related tickets and to react accordingly.
• Determination will be required for high end troubleshooting to see a problems through to completion.
• Role is primarily office based but may require ad hoc visits to client sites if troubleshooting / remote fixes are not possible.
• Ensuring Security is always considered when working with internal or client data.
• Escalation point for 1st and 2nd Line Support.
• Mentor and support other team members and provide internal training.
• Must help to maintain a positive attitude whilst working within the office environment and when working directly with staff and clients
• Proactively assist with documentation creation and updates where required for clients, helping to keep the helpdesk and consultants informed of any changes to client infrastructure.

Blend of skills required:

• Windows Servers, Active Directory, Group Policy, DNS, DHCP, RDS, VMWare, Hyper-V, SQL, SharePoint, Antivirus & Backup software, Cloud solutions, Office365, Azure, Apple products, VPN Routers, MFA/2FA implementation, Switches, Firewalls and Wireless Technologies. (Linux is not required but some basic knowledge would be useful.)

Key requirements:

• Must hold a relevant IT qualification, Training or up to date IT certification
• Experience of working in an IT support/helpdesk role previously
• Strong customer focus and relationship management skills
• Able to prioritise tasks and manage own work under pressure
• Essential Knowledge: MS Windows Server, MS O365 Administration, Backup software, Firewall configuration, Anti-Virus and Remote Connection Software
• Desire to learn and further develop technical skills