3rd Line Support / Senior 3rd Line Technician
Manchester City Centre
£25k-£34k Dependent Upon Experience
You’ll love this business – Based in Manchester City Centre, great offices / location and people!
As Senior IT Technician (3rd Line), you’ll make regular visits to customers on-site & to effectively account manage. You’ll actively respond to all inbound issues and enquiries in a quick and efficient manner. Senior IT Technician’s provide 3rd Line / Senior IT support through numerous channels of communication including email, telephone, internal requests from colleagues and actions in response to automated alerts from the in house monitored systems
As Senior IT Technician (3rd Line) you will:
Handle escalations from the IT Helpdesk. To maintain a high level of customer service for all support queries and adhere to all service management principles.
Take ownership of user problems and be pro-active when dealing with user issues and effectively project manage, ensuring all IT projects are delivered professionally, punctually and commercially.
Identify potential revenue opportunities and highlight them to the Management Team
Carry out daily customer system checks where necessary
Produce monthly reports on customer support usage where necessary / Update customer configuration files where necessary.
You will ensure support documentation exists and is up to date for all infrastructure components and look for opportunities to improve the level of support offered for the same cost, including evaluation of third-party software and tools to automate repetitive tasks. You’ll also be able to demonstrate The ability to isolate and resolve performance problems in complex systems and to recommend ways to support a departmental policy of Continuous Improvement looking to avoid and reduce incidents and problems
To apply for this job please visit itjobpro.co.uk.