Support Engineer

Who we're looking forWe are looking for a 3rd Line Support Engineer.You’ll be responsible for managing escalated and priority tickets through to resolution, utilising your own resources as well as ensuring that the extensive capabilities for obtaining additional assistance within Transparity is used to aid the successful resolution of support issues. Managing effective communication, within the business and customers is critical. You will also be responsible for handling escalations from the FFC and 2nd Line teams.What you'll be deliveringAnswer overflow calls ensuring that support tickets are raised and categorised appropriatelyProvide a re-assuring, polite and friendly point-of-contact for our customersEnsure that appropriate customer communication and ongoing updates are provided for the lifespan of any issue or requestProactive and complete time and ticket update entry within the support desk ticketing systemTake ownership of tickets assigned or escalated to you throughout the entire ticket life cycleEnsure customer documentation and process guides are regularly updated as requiredCapability to follow change control procedures at all timesChange request management through the full life cycleProvide expert technical assistance to our client baseProvide expert technical assistance and mentoring to the Service Desk teamEnsure constant ongoing understanding of Microsoft Cloud technologies and associated platformsInvest time into taking and passing technical examinations as agreed with the support desk team leaderDeliver exemplary customer serviceCollaborate with Microsoft and other suppliers to resolve issuesProvide out-of-hours technical support as required via the on-call rotation scheduleDelivery of remote project and implementation tasksTechnical assistance for new customer acquisitionsSupport the new customer journeyCritical incident management and root cause analysisInternal process development, deployment, and trainingKnowledge transfer and development of team colleaguesIdentify opportunities for improvement within customer environmentsEnsure the wider Service Desk team are updated on new and retiring Microsoft technologiesAttendance at customer sites to provide on-site technical support may be requiredMeet assigned individual key-performance-indicators (KPI’s)Ensure that personal time management is of the highest priority and that punctuality is a key focusWe think you'll be successful in this role if you have some of the followingExcellent customer-facing and service skillsAbility to connect with customers and build rapportExcellent written and verbal communicationSelf-motivationOrganised and punctualCreative problem-solvingCapability to work effectively within a team, along with mentoring of juniorsExtreme attention to detailWillingness to learnExperience as a 2nd or 3rd line IT support/service desk role requiredExperience using Microsoft 365 software requiredExperience using Autotask desirableCertified in Microsoft 365 Administrator/Expert advantageousCertified in Microsoft Azure Administrator/Expert advantageousCertified in other Microsoft Cloud technologies advantageousWhat we'll offer in returnIn addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey:To work at a 3* World Class Best CompanyFlexibility over where you work with our Winning from Anywhere® approach25 days holidayHome working allowance paid monthlyWinning from Anywhere® allowance to help your set up at home24/7 GP at handImmediate 24/7 access to an Employee Assistance ProgrammeWe’ll support you when you’re not well with our Company sick pay schemePrivate health insurance after a successful year’s serviceEnhanced parental pay and leave, supporting you with those precious life momentsAccess to the Perkbox platform to help make your money go furtherCycleschemeElectric car schemeAnd many more!