IT Support Specialist - 3rd Line

You will provide 3rd Line technical support in a service desk environment for multiple clients, being an escalation point for other service desk engineers. You will take the lead in resolving complex technical issues, analysing client challenges to identify recurring trends, and researching innovative IT technologies to drive continuous improvement and enhance service delivery. You will build strong customer relationships through customer knowledge, ensure technical documentation is thorough to make ongoing support as efficient as possible., * Logging and actioning end-user service requests in PSA system, following Service Desk procedures and policies

• Address technical queries promptly and efficiently, prioritising them to meet KPIs and customer service expectations
• Providing timely updates to clients
• Diagnose and resolve technical issues
• Respond to escalations from First Line and Second Line Support Technicians by offering support and technical advice to resolve client queries
• Install, maintain, and troubleshoot client hardware and software in accordance with company standards, including reconfiguring and performing system upgrades when necessary
• Maintain and update accurate client site documentation via IT Glue, championing the importance of documentation
• Maintain company's Information Security policies and procedures
• Propose improvements to client systems and services to continuously enhance their systems and operations
• Managing your time efficiently and planning your day accordingly
• Keep up to date with new technologies adopted by Netteam and our client base
• Improve your technical knowledge through company training and self-study
• Provide out-of-hours support to our clients on a rota basis (2nd and 3rd line only)
• A solid understanding of Information Security Management Systems (ISMS) and a commitment to maintaining compliance with relevant data protection policies and regulations

Do you have a valid Driving Licence license?, Do you have experience in Windows?, * Ability to work unsupervised, independently and as part of a team

• IT related degree or relevant qualifications highly desirable
• Demonstrable experience as a Service Desk Engineer
• Able to demonstrate a good all-round knowledge of IT principles
• Experience with PSA/RMM tools such as Autotask, AEM and IT Glue to provide enhanced support services to all clients would be advantageous
• Experience in initial remote diagnostics along with analysis and monitoring would be advantageous
• The willingness to learn new software and hardware skills
• Experience of Microsoft Windows Server/Desktop environments
• Detailed experience with Microsoft 365 and related technologies: Exchange Online, Azure Active Directory , Conditional Access/MFA , Mobile Device Management, Azure Information Protection/DLP
• Detailed experience with Backup/DRaaS technologies, Azure Active Directory & IaaS
• Knowledge of Knowledge of Networking technologies - TCP/IP, Firewall, Routing/Switching, InTune & Conditional Access Technologies
• Knowledge of Networking (S2S/P2S VPN, VLAN, LACP), Firewalls (NAT/PAT/ACLs), SSL Certificates, Voice support and email security is desirable
• Current and valid UK driving license is desirable
• Experience of MSP and or Hospitality is advantageous but not essential

Personal Attributes:

• Friendly and professional
• Excited about tech and thrives on developing understanding of new technologies
• Possesses good written and verbal communications skills and the ability to clearly communicate complex technical issues to non-technical clients
• Recognises the importance of frequent and clear communications
• Keen to research new products and information around technical solutions that could provide answers and solve problems which benefit the whole team
• Feel that every day is a day of learning and knowledge
• Disciplined, with the ability to priortise and execute tasks under pressure
• Harnesses pressure to deliver results

• We make work life balance a normal, not a benefit
• We offer some flexibility to work from home
• A fun and productive place to work
• Great team of people to work alongside
• Workplace Pension
• Comprehensive inhouse and external training offered
• Competitive salary that reflects your skills and experience

Diversity and Inclusion:

We are proactively committed to creating a diverse workforce at Netteam tX. We value diversity and inclusion; we want to attract the best people for all our roles. This is regardless of age, ethnicity, sexual orientation, gender, disability, socioeconomic status or religious beliefs.

Other:

In line with our recruitment policy and client expectation, some roles will be subject to a basic DBS disclosure.

Job Types: Full-time, Permanent

Pay: £35,000.00-£42,000.00 per year

An exciting opportunity has arisen to join us as an IT Support Specialist - 3rd Line. Netteam tX is a comprehensive IT Managed Service Provider (MSP) offering a complete suite of technology solutions to businesses across the UK. At Netteam tX, we recognise and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centered around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great.