3^rd Line Engineer - Portishead (Bristol) – Permanent

Salary up to £42,000 - £48,000 depending on experience (+ other company benefits)

Portishead (Nr Bristol) - Monday to Friday - Onsite

Lucid Connect have an exciting new opportunity to join a market leading IT solutions provider.  We are supporting our client to recruit for a 3^rd Line IT Support Engineer to join a successful MSP organisation, dedicated to one of their key clients, on their client site in Portishead.

You will have full responsibility for overseeing and sustaining good customer services in line with the agreed Service Level Agreements.

We are looking for a candidate that has excellent technical and interpersonal skills, preferably with experience working for an IT solutions provider previously as a 3^rd Line Support Engineer

Key Responsibilities

• Provide 3^rd Line Support to the company's customers, being a Senior member of this team as an escalation point, resolving issues from the 1^st and 2^nd Line Engineers
• Working with the Service Desk Manager to identify improvements and implement technologies and strategies that will benefit the end customer with their use and investment of their IT services.
• Taking ownership of customer issues and logging incidents or service requests in line with objectives, dealing directly with the customer
• Ensuring customer satisfaction is at the centre of what you do
• Excellent customer service providing proactive, reactive and service management to achieve high levels of customer satisfaction through advice, guidance and technical support within SLA and business KPI's
• Liaising with internal and external stakeholders

Key Skills

• Minimum of 12 months experience in a 3^rd Line role, ideally for a MSP
• Strong technical skills in O365 / M365
• Good technical skills and abilities with Azure
• Good level of experience with basic networking, DNS, DHCP, Switches, Firewalls, Routers
• History supporting on prem RDS environment (remote desktop support)
• Virtualisation skills (Hyper V / VMWare) would be fantastic but not essential
• Proven customer-centric IT service Delivery experience
• Able to communicate clearly and concisely to all levels
• Good knowledge of IT concepts and architectures
• Excellent customer service skills for both internal and external customers

Desirable skills/qualifications

• Up to date Microsoft qualifications
• ITIL Foundation Certified (desirable not essential)
• Good Microsoft Azure knowledge and Office 365
• Awareness of other MS Business technologies