3rd Line Support Engineer

Birmingham 35K - 45K Permanent

Provide 2nd & 3rd line technical support to a range of clients, resolving issues with problems with customers' IT infrastructure, providing insight and proposing solutions to IT issues.
Working on a range of projects including upgrades, migrations, and implementations.
You have a passion for solving problems and helping our customers. You must be able to quickly get to the root of customer problems by gathering all the necessary information, investigation and either resolve the customer’s issue or redirect/escalate to the correct tier within the organization. Customer experience is key and therefore being able to work to SLA's and keeping departmental and personal KPI's in mind is very important.
Troubleshooting & problem-solving technical issues or proving technical advice as required.
Ensure that all systems and services are proactively maintained, monitored, and supported to ensure that we are meeting set SLA’s.
Log calls in the relevant Call logging system.
Carrying out screen-sharing to help customers get set up and operational
Log and escalate calls with third parties where required, ensuring communication back to the customer
Empowering customers by promoting Knowledge base and self service
Provide 3rd Line support to include technologies such as and not restricted to, VMware, Citrix, Microsoft, and Storage. In addition, the role will consist of implementing these technologies at our customers.
Write up support calls and maintain documents records to a professional standard
Provide excellent customer service by understanding the business drivers, taking proactive action and providing clear communication.
Interact with clients to resolve escalated help desk issues.
Undertake a range of routing maintenance tasks to ensure the continued reliable running of all systems and services.
Liaise with the operations team and service desk team on a regular basis.
Site visits to customer sites when required, such as delivery of new / repaired equipment, collection of non-working items, installation of software.
Complete site audit work where required and provide detailed documentation which may be sent to customers.
Set up new users' accounts and profiles working alongside internal teams.
Analytical and problem-solving skills, with the ability to multitask
Enthusiastic and a great attitude towards learning
Able to work to targets (SLA’s)Strong technical background with proven experience in Windows Server 2012/2016/2019, Hyper-V, MS Exchange
Group Policy, PowerShell, Other Desirable: Citrix XenApp, Microsoft Azure/O365
Advanced knowledge and experience of Networking, Active Directory, Virtualization, IIS and Operating Systems
Driving license

When submitting your application to Colossus Associates, please ensure you have your correct phone number and email address so we can contact you asap regarding your application. For confidentiality purposes, please remove any reference contact phone number's and email address details from your CV.
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