Focus Group

Technical Support Advisor, 3rd Line IT

Focus Group

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

Tech Stack

AzureCloud

About the role

  • Responsible for cases functionally escalated from 2nd line, ensuring these are assigned and progressed in priority order.
  • Responsible for handling complex technical issues that require a high level of expertise. Design and implement complex solutions.
  • Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.
  • To diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress. Be able to identify when a case cannot be fixed remotely and route straight into Field Allocation for a site visit.
  • Work with the Transition Management for the handover from projects to BAU service.
  • To fully investigate root cause issues and resolve accordingly.
  • Complete investigations for Problem Management, identifying root cause with associated permanent resolution.

Requirements

  • Experience in IT support and system administration at a 3rd Line level.
  • Experienced in managing complex technical issues and communicating with customers throughout the resolution process. Skilled in applying technical expertise to new scenarios.
  • Advanced knowledge of server and network technologies. Experience with virtualization and cloud computing platforms.
  • Microsoft Qualifications such as 365 Fundamentals.
  • Professional certifications such as Cisco Certified Network Professional (CCNP) and Microsoft Certified: Azure Solutions Architect Expert.
  • Experience with enterprise-level IT environments.
Benefits
  • Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
  • Give Back: Enjoy paid volunteering days to support causes you care about.
  • Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
  • Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT supportsystem administrationcomplex technical issuesserver technologiesnetwork technologiesvirtualizationcloud computingProblem Managementroot cause analysiscase resolution
Soft skills
communicationcustomer serviceproblem-solvinginvestigationprioritizationtechnical expertisecollaborationtime managementadaptabilityattention to detail
Certifications
Microsoft 365 FundamentalsCisco Certified Network Professional (CCNP)Microsoft Certified: Azure Solutions Architect Expert