Our dynamic Managed Services client is looking to expand its support team and is looking for an experienced 3rd Line / Team Leader to help mentor and develop the junior team members.
You will be responsible for:
3rd line technical support via service desk and providing day to day team leadership/coaching for the Service Desk Analysts and support desk engineers to ensure the smooth operation of the Service Desk
Ensuring adherence to company processes and service level agreements.
Taking escalations from support desk analysts.
Resolving customer issues within service level guidelines (SLA)
Gathering all relevant information from initial call/contact to ensure most efficient troubleshooting
Questioning customer about issues and work to find alternative, more efficient methods
Managing internal and vendor escalations in a timely manner
Liaising with 3rd party support teams and act as intermediary between them and customers
Implementing new platform solutions at customer sites Maintaining and improving remote management systems Managing 3rd party supplier contribution to projects and services It is expected that you will have at least 5 years support experience up to 3rd line with the last 2 years having been working as a Team Leader. You will have setup and design experience of - Azure/Office 365, Windows, Exchange Server, SQL Server, VMware / Hyper-V, WAN, LAN, vLAN etc.
Our IT recruitment expertise - gained over the past 20 years plus - ensures Apache Associates is an effective IT recruitment consultancy. We have experience successfully recruiting across the IT spectrum - from 1st to 3rd line support, Development (Front and Back-end), Business Analysis, Project Management and everything in-between.
You're in safe hands with Apache, so please feel free to get any contact - our number is 01727 260 566 or email firstname.lastname@example.org.
Whether it's for a Business Development, Account Management, Digital Marketing or Sales/Marketing Management role, trust in Apache. We have successfully recruited for numerous similar roles since 2009 and can do the same for you.
If you are looking to fill your vacancy or if you're looking for your next career move, please get in contact. 01727 260 566 or email email@example.com.
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