Job Ref: 215734147

Date: 2022-02-04 09:10:41

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Our client is an exciting and fast growing tech company seeking a motivated and customer-focused all-round 3rd Line Technical Support Specialist & Systems Administrator to join their team. This a full time permanent position with excellent opportunities for progression – the role is remote working but with the opportunity to attend their offices near Bletchley Park, Milton Keynes, whenever you should wish.

The role will involve the following key responsibilities:

Triage, categorise and provide 4th line development with step to recreate any bugs raised by internal support teams for them to fix.
Own the bug pipeline and work with internal teams to prioritise them for inclusion in releases based on volume / business risk and customer impact.
Work within defined client SLAs for response, escalations and resolution of service requests and incidents.
Liaise with end-users where necessary to elicit all information required to triage & resolve the incident.
Liaise with the Development team where necessary to resolve incidents.
Liaise with 3rd Party technology providers where necessary to resolve issues or identify accountability.
Speedy escalation to the Exec team where issues cannot be resolved within a timely manner.
Produce and distribute communication to clients for high profile incidents.
Correct usage of a helpdesk system to maintain accurate accounts of issue resolution for use within Monthly & Quarterly Business Reviews.Key requirements to be successful within the role:

Previous 3rd line Technical Support experience, especially in area of bug testing, recreation and management.
Excellent communication and interpersonal skills with the ability to articulate responses dependant on the audience.
Excellent understanding of software systems with a strong logical thinking and the ability to troubleshoot any kind of problem and apply context to assess priority.
Previous support / helpdesk experience or relevant IT qualifications are essential.
Experience of using a helpdesk system is advantageous

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