The Senior Support Engineer works as the primary point of contact within the Support team for issues raised by customers. You are responsible for maintaining the high standards expected from clients purchasing managed services solutions, this will include providing technical support, resolving incidents, managing problems, and contributing to the continuous improvement of their IT services.
The 3rd Line /Senior Support Engineer will have a background working within a busy IT team, experience in designing and implementing technical solutions, and supporting of servers and desktop operating systems. The 3rd Line Support Engineer must have strong experience in technical troubleshooting and problem-solving. In addition, as part of this role, the individual will be expected to deal with any system issues as and when they occur.
The responsibilities fall into the following areas;
- Supporting the Customer
- Achieving SLA targets
- Customer Satisfaction
- Documentation & Information
- Liaising with 3rd party suppliers
- Supporting 2nd line team