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Concept Personnel
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Newcastle upon Tyne, Tyne and Wear
3rd Line Service Desk Engineer
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Job Type: Full-time |
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Salary: £30,000 per annum |
Overview
Our client is a growing IT organisation based in Newcastle upon Tyne who are looking for an experienced 3rd Line Service Desk Engineer to join their team. As 3rd Line Service Desk Engineer, you will provide technical and service support for some of the company’s biggest clients, managing and maintaining services in line with Service Level Agreements. Responsibilities: Provide 3rd line support through taking calls and handling the resulting incidents or service requests. Provide proactive and reactive service management to achieve high levels of customer satisfaction. Develop and continuously improve the customers managed services with an aim to increase revenue and customer satisfaction. Proactively assist with recommendations and delivery of new managed services to customers. Work with the sales teams to assist, promote and identify the correct solutions for customers where necessary. Keep up to date with technologies relevant to the role. Skills & Experience: Experience in a 2nd or 3rd line technical role for a managed service provider. Experienced working in a high availability environment, working on live systems where reliability, uptime and meeting SLA’s are crucial. Proven customer-centric IT service Delivery experience. Current Windows Server 2016/2019 MCSA and equivalent Azure MCP. Strong Microsoft Office suite skills. Experience managing and maintaining RMMS tools. Hands on experience of Linux technologies – including CentOS and Red Hat operating systems. Good knowledge of IT concepts and architectures. Experience in handling customer complaints. Be able to analyse issues, investigate, identify causes and implement robust resolutions. Extensive experience of configuring and administrating M365 services including Intune, SharePoint, WDS and client technologies up to Windows 10 (minimum 12 months). If this sounds like the job for you or you’d be interested in hearing more, just click “apply” and one of our consultants will be in touch.