4th Line Support Engineer
4th Line Support Engineer
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1 Vacancy
Job Description
4th Line Support Engineer
Basingstoke Full Time on Site
Role Purpose
The role holder is selfsufficient when resolving routine problems escalations or enquiries across several products product sets and systems or technologies for multiple customers. The role holder is competent when working under pressure and has a degree of autonomy when dealing with unexpected problems more complex escalations and helping to maintain the availability of the IT services delivered to end users. The role holder also delivers work packages as part of customer implementation projects.
Key Accountabilities
- Technical Capability. Works within a team supporting end users with technical queries relating to several products / systems (e.g. Microsoft products operating systems networks applications PCS).
- Business Awareness. Develops an understanding of the customers environment and service delivery requirements to enable the delivery of the service.
- Process. Follows established processes / systems and recommends improvements to these as appropriate to resolve customer enquiries. Documents actions taken to resolve enquiries.
- Problem Solving. Takes ownership for listening to and understanding the customers problem. Escalates and / or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.
- Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA. Monitors performance through statistical reporting and analysis.
- Team Working. Acts as a team player being viewed by colleagues as an effective and helpful member of the team demonstrating personal leadership and initiative.
- Professional Development. Takes responsibility for learning about current products / systems to build own technical knowledge to support business requirements.
Key Performance Indicators:
- Technical Assessments.
- Evidence of sharing and reuse of knowledge.
- Correct management of processes followed to deliver service.
- Improvement / enhancements to service delivery.
- Known errors with workarounds or fixes loaded in knowledge database.
- Percentage of customer problems resolved within required timescales.
- Meets service level requirements.
- Feedback from colleagues manager and customers
- Contribution to service improvements.
- Up to date personal learning plan.
Your Experience:
- Demonstrable problem solving and analytical skills
- Effective interpersonal skills
- Customer service orientation
- Ability to work alone whilst under pressure
- Enthusiastic team player
- Flexible adaptable & customerorientated
- Ability to perform known existing implementation solutions.
Please note: Its still worth applying even if you do not meet all the requirements above. We are passionate about investing in you and your career and if you have the transferable skills / background in 4th Line Support this could be the next opportunity for you.
Your benefits:
- 26 Days annual leave plus public holidays 3 flexible)
- Pension Double matching contributions of up to 10
- Life assurance
- Companywide incentive plans
- Your choices (Flexible benefits such as increased holidays / travel / dental critical illness and more)
- Perks at work Employee discounts
- Employee assistance programme / virtual GP
Recruitment process
The recruitment process typically consists of two stages of interviews.
We are a Disability Confident Employer and will offer an interview to disabled applicants who best meet the minimum / essential criteria for the role. Email if you would like to apply through the Disability Confident Interview Scheme.
Achieve together
We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader a Times Top 50 employer for Gender Equality a Top 75 employer for Social Mobility accredited with the Living Wage Foundation and a signatory for the Race at Work Charter but we are also committed to the United Nations standards for LGBTI and a Stonewall Top 100 Employer.
We are people centric: Our hybrid work environments enable you to Be Completely You. Our active peopleled Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion
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Purple
Employment Type
Full-Time
