3rd Line IT Support Consultant

Location Reading
Discipline: Connect IT, Software Development
Job type: Permanent
Salary: Up to £50,000 DOE
Contact name: Luke Hodges

Contact email: Luke@connectgroup.ai
Published: 7 days ago

Job Title: 3rd Line IT Support Consultant

Location: Reading

Salary: £40,000 - £50,000 DOE

Working Pattern: Hybrid Working – 3 Days in the Office, 2 Days Working from Home

Connect IT Recruitment has partnered with a leading managed IT services provider in the UK. They foster an open culture where collaboration, inclusion, and close work with the leadership team are essential.

This opportunity for an experienced 3rd Line Support Consultant involves joining the service desk team and serving as an escalation point for 1st and 2nd line engineers, mentoring and coaching colleagues, vetting knowledge base articles, and providing email and telephone-based technical support to clients. You will resolve a wide range of technical issues and escalate support requests as necessary to meet agreed SLAs.

Responsibilities

  • Serve as the final escalation point for the support team.

  • Provide 3rd-line technical support for hardware and software issues.

  • Take ownership of incidents and manage them through to resolution.

  • Conduct root cause analysis.

  • Deliver advanced technical training to the support team.

  • Manage the timely resolution of open calls and call actions.

  • Escalate technical or operational issues efficiently.

  • Research and implement suitable technical solutions.

  • Adopt a ‘hands-on’ approach to problem-solving within strict SLA timeframes.

  • Provide on-site support for customers as needed.

Required:

·Proficiency in Microsoft Windows Server (2012, 2016, 2019)

  • Expertise in O365 and its add-ons

  • Advanced troubleshooting in virtualisation (HyperV/VMware), firewalls (WatchGuard/SonicWall), networking, InTune/MDM, storage (SANs & NAS), Exchange, and SQL Server

  • Experience with antivirus software (ESET & Sophos)

  • ITIL Foundation accredited

  • Full clean UK driver's licence for client-site travel

If you are passionate about IT and customer service and have the skills and experience we are looking for, we would love to hear from you. Apply now or reach out directly to Luke Hodges on LinkedIn