About the job IT Support Engineer L3
This engineer will be assisting the Helpesk Team and Proactive Team by:
Actioning change tickets, such as New starter setup, Leavers, etc.
Resolving reactive support tickets.
Carrying out some proactive checks, such as firewall firmware up to date, etc.
Resolving proactive tickets, such as applying firmware update, scheduled server restarts, etc.
Contacting the On Call engineer of any Priority 1 Alerts.
Some reactive tickets or proactive ticket which may need some action by this engineer and then assigned back to the primary engineer.
Documentation of all worked carried out into the ticket system If its not documented, it did not happen!
Participate in scheduled huddles and meetings.
Enter accurate time entries and to submit Time Sheets end of each week.
liaise with 3rd party suppliers on users behalf.
Weekly update of the individuals KPI performance.
Effective Internal and User Communications
Quality of Service consistent with and beyond client expectations
Flexible working hours
Occasionally taking part in project work.
Minimum of a years of troubleshooting experience in Windows / Apple Mac desktop operating systems (current and supported versions)
Microsoft Office 365 (current and supported versions)
Desirable: Worked with MSP tools.
Detail oriented/ Attention to detail
Ability to improve customer service, perception, and satisfaction
Leadership: Ability to participate in problem resolution. Quick to learn and take charge. A self-starter committed to finding creative solutions to difficult problems. Ability to work in team environment.
Excellent written and verbal communication skills. Will handle sensitive and proprietary information with complete confidentiality.
Business awareness of how IT relates to business strategy and goals
In-depth knowledge of the Ziptechs service catalogue and how our products and services relate to customer needs
Self-motivated with the ability to work in a fast-moving environment
Understand and utilise Ziptechs support tools, techniques