Senior 3rd Line Support
KPI Recruiting
- Holmes Chapel, Cheshire
- £35,000-40,000 per year
- Permanent
- Full-time
- Lucrative commission plan
- Enjoy your birthday off!
- Vibrant working environment and inclusive culture
- Contributory pension scheme
- Comprehensive healthcare plan
- Ongoing training and career advancement opportunities
- Various incentives throughout the year
- Wellbeing initiatives to support your overall health and happiness
- Minimum 4 years of experience in IT support and customer service roles
- Proficiency in 3rd line/senior support responsibilities
- Extensive understanding of Microsoft platforms and technologies
- Expertise in Hyper-V and VMware
- Hands-on experience with Ubiquiti UniFi platform and major networking equipment like Netgear, HP, and Cisco
- Familiarity with backup platforms such as Veeam and Datto
- Strong grasp of network infrastructure configuration including IPv4/IPv6, LAN/WAN
- Azure cloud experience
- Working knowledge of Mac OS and CRM systems
- Exposure to Linux
- Professional certifications are a plus
- Prior experience in an MSP environment is advantageous
- Executing ICT projects onsite and remotely, encompassing both software and hardware
- Providing 3rd line support for technology-related incidents within defined SLAs
- Maintaining comprehensive and up-to-date support documentation for all infrastructure components
- Taking ownership of issues and ensuring resolution is achieved
- Delivering exceptional customer care and setting high standards for the team
- Managing accurate asset records and liaising with third-party suppliers
- Monitoring and maintaining system environments to ensure availability, performance, and security
- Assisting junior colleagues with IT support tasks, including complex escalations
- Conducting customer training sessions via various mediums
- Effectively multitasking to manage work queues and prioritize tasks to meet SLAs
- Additional leave entitlement
- Casual dress code
- Company-sponsored events
- Comprehensive pension plan
- Health and wellbeing initiatives
- On-site parking facilities
- Referral incentives
- Store discounts