UPTIME SOLUTIONS is looking for employees for positions:
3rd line support engineer
Working hours
permanent
Salary
salary
Responsibility
uptime Solutions provide an array of services to Managed Service Providers around the world
with offices in UK, New Zealand and USA we are seeing rapid growth
location : Three Bridges , UK & Remote
job Type: Permanent
our already exceptional team provide market leading services and we are continuing our search for more talented individuals to join us on our journey
as a 3rd line engineer you will assist in proactively managing and troubleshooting issues for the end customers of our MSP partners
what’s this role about?
using your analytical skills to efficiently problem solve within our fast paced environment, you will work with your team to provide market leading technical support
Requirements
azure
office 365
VMWare and Hyper V
various customer applications
administration and Troubleshooting of Windows Server 2008 R2, 2012, 2016, 2019
network troubleshooting that 2nd line cannot resolve
using our PSA platform to log and respond to support tickets
identifying and escalating higher level issues to a senior engineer
team leader
Working hours
full-time
Responsibility
ensuring that all customer communication is done in a customer centric manner
provide mentoring to the technical team to ensure they are working efficiently and with accuracy
demonstrate the company core values
deliver on team closure targets
coach the team to be able to deliver an average of 10 tickets closed per team member per day
ensure our processes and SOPs are followed by the technical team and work with the Service Delivery Manager to improve processes as required to enhance customer experience
department: Operations
Requirements
expertise in people management and leadership
aptitude in technical problem solving
ability to identify when a ticket needs to be moved to another engineer for best execution
strong organizational skills
capacity to train and guide junior team members
ability to manage and prioritize tasks efficiently
account manager
Working hours
full-time
Responsibility
ensuring that all customer communication is done in a customer-centric manner
provide support to customers in a responsive and timely manner
communicate at regular intervals to the customer
following process/SOP documents
demonstrate the company core values
suggest new products and services to partners as applicable or suitable
build rapport with clients/customers
you will be apart of the organizations account management team, providing day-to-day assistance and support to existing customers
Requirements
excellent social and communication skills
able to remain organized and focused when faced with multiple problems
understanding of Outlook and organisational skills at a basic level
prior account management experience is not necessary and we are happy to assist in your development and goal of becoming an Account Manager, however organisational skills and customer service experience are required to be successful in the role