IT Support Engineer L3

Overall Responsibilities:

This engineer will be assisting the Helpdesk Team and Proactive Team by:

Actioning change tickets, such as New starter setup, Leavers, etc.
Resolving quick reactive support tickets, such as password resets, etc.
Carrying out some proactive checks, such as firewall firmware up to date, 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 into the ticket system - If it's 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 user's behalf.
Weekly update of the individual's 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

Required Technical Skills:

Minimum of a years of troubleshooting experience in Windows / Apple Mac desktop operating systems
(current and supported versions)
Network troubleshooting with desktops.
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 utilize Ziptechs support tools, technique