IT Support Engineer L3

Overall Responsibilities:

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.

Core Responsibilities:

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.

Technical Skills:

Minimum of a years of troubleshooting experience in Windows / Apple Mac desktop operating systems (current and supported versions)

Network troubleshooting.

Microsoft Office 365 (current and supported versions)

Active Directory

Desirable: Worked with MSP tools.

Critical Competencies:

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