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Senior Technical Support Engineer (3rd line App Support)

Yorkshire and the Humber

  • Reference: 383937
  • Job type: Permanent
  • Salary: up to £42,000
  • Location: Middlesbrough

The Company and the Role:

Very happy to confirm we have started an exciting project with a client looking for support staff at multiple levels in Teesside. They are building a new support team here so you will have the opportunity to be one of the first to start and be a part of this new function. 

Their technology is used by thousands of companies and affects millions of lives. We're looking for candidates enthusiastic about providing outstanding technical help and support to customers, with a flexible and can-do attitude. In this role you will be a 3rd line escalation point for technical support related client enquiries and have a passion for delivering excellent customer service experience at all times.

Key Responsibilities:

  • You’ll be responsible for application and end user support, investigating queries, replicating any issues and liaising with technical engineers when necessary to ensure that all problems are resolved.
  • Owning all enquiries escalated to you through the established Support Platform and resolve client issues according to the established case management processes, which will involve case escalation to the appropriate Senior Technical Support Engineer when necessary.
  • Act as an escalation point for the Technical Support Desk where cases have been escalated as per the documented SLA escalation process.
  • Ensure and regularly develop a great general knowledge of ’s products.
  • You’ll become an established “expert” in a handful of specific product streams, offering 2nd line technical support on those product streams.
  • Work together with the Professional Services team by assisting them to overcome any issues they encounter with software delivery.
  • Responsible for identifying trends and potential problem sources and deciding if necessary, to escalate to the Senior Technical Support Engineer’s.
  • You’ll provide outstanding help and support to our customers, investigating, providing fast resolution and responses to their queries and maintaining continuous communication.

The ideal candidate will be able to demonstrate:

  • A minimum of 5 years previous experience providing front line or 2nd / 3rd line software and/or hardware support experience.
  • 2+ MCP’s (or equivalent).
  • ITIL Foundation or higher-level certification
  • A good knowledge of MS Office applications including Outlook.
  • Knowledge of all or most of the following technologies;
    • Microsoft Server and Desktop Operating Systems
    • Networks and communication protocols
    • IIS
    • Active Directory
    • Citrix
    • Terminal Server
    • Virtualisation
    • MS SQL Server
    • Android and iPhone

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