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Advanced Support Technician – 3rd Line

Commitment: Full Time

Location: Bridgend

Team: Technical

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Career Opportunity

Career Specifics

  • Commitment: Full-time
  • Location: Bridgend
  • Team: Service

We are hunting for technical experts with a clear passion for problem solving, to join our Service Department based at our Head Office in Bridgend. You will be responsible for delivering the very best IT support to a range of clients, resolving daily IT issues and ensuring their IT infrastructure is performing at an optimised level.

As an expert engineer, you’ll be dealing with support requests which have been escalated from our 1st line team, as well as the tickets which are of a high priority. You’ll be expected to be a technical authority in the team, making decisions and assisting in disaster situations.

You will be responsible for

  • Providing 3rd Line IT support to clients in the following areas:
  • Operating Systems (Workstation/Server), Apple and Linux
  • Microsoft Office
  • Email – Outlook and Exchange
  • Installation of line of business applications
  • Installation and configuration of printers, scanners, workstations and networking equipment
  • File permissions and file shares
  • Active Directory
  • Staying Up to date with the latest and greatest technology
  • Taking calls to the Service Desk and providing technical assistance using remote support tools and the in-house ticket system.
  • Keeping client information up to date in our Client Information System (Rockipedia)
  • Supporting our Advance Support Team when required
  • Entertaining your colleagues by selecting your favourite songs on Spotify for the Service Desk Playlist
  • Picking a side in the ongoing Android/iPhone fanboy war 
  • Agonising over and then bragging about your latest tech purchases and showing them off to the team! :-)

What We Look For

We support a broad range of clients and we have to be able to adapt to support all kinds of IT infrastructure. Therefore, our technical staff need to be multi-skilled, flexible and focused on delivering our clients the highest quality of service.

Whilst we’re interested in your existing knowledge, we also value continued learning and we can support this in a number of ways. We will teach you about our industry leading products and solutions, and will give you the opportunity to take on fully funded Microsoft qualifications to improve upon your knowledge and expertise.

For this role, experience in either a 1st/2nd line role is vital.

Progression Path

  • Typical career progression at RockIT is within 12 months

Benefits to Shout About

  • Annual attendance incentive
  • Increased annual leave allowance for each year of service
  • Eligible for yearly bonus & annual pay rise
  • Company pension
  • Weekly incentives, treats and outings
  • Huge opportunities to progress
  • Recreational games area
  • Free on-site car parking
  • Corporate discounts

Apply for the role

Do you have what it takes to be part of the winning team?

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