3rd Line Technical Support Specialist & Systems Administrator
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| Job Type | Permanent |
| Location | Milton Keynes, Buckinghamshire |
| Area | Buckinghamshire, UK |
| Sector | Cybersecurity, IT and Technical |
| Salary | £35000 - £45000 per annum |
| Start Date | ASAP |
| Advertiser | EllisKnight International |
| Job Ref | EK2022-6_1643965840 |
| Job Views | 19 |
- Description
Our client is an exciting and fast growing tech company seeking a motivated and customer-focused all-round 3rd Line Technical Support Specialist & Systems Administrator to join their team. This a full time permanent position with excellent opportunities for progression - the role is remote working but with the opportunity to attend their offices near Bletchley Park, Milton Keynes, whenever you should wish.
The role will involve the following key responsibilities:
- Triage, categorise and provide 4th line development with step to recreate any bugs raised by internal support teams for them to fix.
- Own the bug pipeline and work with internal teams to prioritise them for inclusion in releases based on volume / business risk and customer impact.
- Work within defined client SLAs for response, escalations and resolution of service requests and incidents.
- Liaise with end-users where necessary to elicit all information required to triage & resolve the incident.
- Liaise with the Development team where necessary to resolve incidents.
- Liaise with 3rd Party technology providers where necessary to resolve issues or identify accountability.
- Speedy escalation to the Exec team where issues cannot be resolved within a timely manner.
- Produce and distribute communication to clients for high profile incidents.
- Correct usage of a helpdesk system to maintain accurate accounts of issue resolution for use within Monthly & Quarterly Business Reviews.
Key requirements to be successful within the role:
- Previous 3rd line Technical Support experience, especially in area of bug testing, recreation and management.
- Excellent communication and interpersonal skills with the ability to articulate responses dependant on the audience.
- Excellent understanding of software systems with a strong logical thinking and the ability to troubleshoot any kind of problem and apply context to assess priority.
- Previous support / helpdesk experience or relevant IT qualifications are essential.
- Experience of using a helpdesk system is advantageous.
