successfactors
3rd Line Engineer
Bechtle
Northampton, GBR
Full-time
Mid · 3+ years experience
Hybrid
Discovered 2 weeks ago
Windows ServerActive DirectoryExchangeTerminal ServicesRemote Desktop ServicesIIS
Free
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Windows ServerActive DirectoryExchange
Key Skills for This Role
Windows ServerActive DirectoryExchangeTerminal ServicesRemote Desktop ServicesIIS
Full Job Posting
User Support and advice: 20%
Provide 3rd line technical support to customers.
Provide high standard of customer service, ensuring that incidents, service requests, and updates from customers are logged and processed quickly and the customer is provided with regular progress updates.
Escalate incidents to service team leaders as appropriate.
Work closely with 1st and 2nd line technical support and field engineers to ensure a high level of communication is maintained.
Ensure updates and job sheets are accurate and completed following each incident or service request.
Aid the service team for technical design, implementation and support of customer incidents and projects.
Create and maintain suitable customer infrastructure / service documentation.
Work with problem management team to determine incident root cause analysis and provide appropriate countermeasures from similar issues from re-occurring.
Provide occasional on-site support at customer sites to resolve incidents.
Take responsibility and exceed company and customer OLA / SLA’s
Provide administrative and technical support of managed service operations including involvement of weekend tasks.
Create and maintain strong relationships with other business units.
Ensure customers and Bechtle equipment/goods are installed to appropriate standards and industry best practice.
Undertake any other duties as required by the Server Team Leader or Service Desk Manager, which are deemed necessary to satisfy the needs of Bechtle.
Work under own initiatives as part of the Service Team to ensure high quality support to clients.
Provide input into the service departments quality goals and objectives.
Seek and highlight additional opportunities whilst reviewing customers infrastructures.
Suggest improvements for the on-going development of the service department.
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