What we are looking for
Full-time, Permanent, Salary £32,000 –£37,000
ROCK’s Advanced Support Team Engineers are a key contributor to ROCK’s Service Management activities, resolving our more complex Service Incidents and Service Requests and high priority tickets for our clients, escalated from the Second Tier Support Desk Engineers, and ensuring that they receive the best possible quality and experience during their interactions with ROCK.
Our 3rd Tier Advanced Support Team Engineers are responsible for providing our highest level of technical assistance to our clients, for their wide range of infrastructure and systems, using our remote support tools and ticketing system. Whilst impossible to fully define, this would include Server & Workstation support for Microsoft, Apple and Linux based operating systems, Wi-Fi & Networking hardware support, Support and installation of business applications, Vendor Management. The role also has a heavy focus on client communication, ensuring a high level of client satisfaction by ensuring that the client is kept up to date regarding the ticket status at all times.
Key responsibilities:
- Adhering to KPIs and OKRs, ensuring that Service Incidents and Service Requests are resolved within SLA commitments for our clients and with appropriate quality levels
- Keeping calm under pressure and Maintaining excellent communication with stakeholders at all levels while taking ownership of and progressing incidents
- Maintaining some of the latest and greatest Server, Desktop, and Laptop technology from industry leaders such as Dell, Apple, HP and Microsoft
- Network hardware support; including switches, routers and cutting-edge firewalls from the likes of SonicWALL, Cisco, and UniFi
- Managing of Email Services on premise using Microsoft Exchange and in the cloud with platforms such as Microsoft 365
- Support and Installation of line of business applications and bespoke developed software packages
- Support and Installation and configuration of printers, scanners, and other peripherals and network equipment
- Supporting the Support Desk Lead and Service Delivery Managers to ensure clients have a positive everlasting relationship
- Liaising with suppliers and third-party IT companies to gather important information required to complete Support Desk tickets
- Updating our internal knowledge management systems with all information gathered or changed during activities
- Supporting First Tier Support Desk Engineers and Second Tier Support Desk Engineers through feedback, mentoring and group learning
Essential skills
- 4+ years in an IT engineer role is recommended, though personal experience and technical knowledge is more valuable
- Excellent technical knowledge surrounding IT infrastructures and technologies
- Excellent client communication and documentation skills in English
- Strong organisational skills and ability to manage complex workloads and multiple priorities
- Excellent time and workload management skills with strong focus on attention to detail
- Confident, ambitious and energetic with a persuasive manner and the ability to use your initiative
Desirable skills
- Experience of working within a Managed Service environment would be a distinct advantage
- Any Microsoft Certified Professional qualification would be beneficial but not essential
Benefits to shout about
- Flexible working approach – Remote, hybrid or office-based
- 25 days annual leave plus bank holidays
- Enhanced Sickness Scheme
- Employee Referral Programme
- Annual well-being allowance
- Award-winning ROCKstar culture
