3rd Line Support Engineer

Role overview

Location and working pattern

• Hybrid working is available from the Manchester or Leeds locations.
• The standard schedule is Monday to Friday, 37.5 hours per week.
• On-site customer support is provided when required.

Core responsibilities

• Provide third-line technical support for hardware and software issues.
• Act as the final escalation point for the support team.
• Perform root cause analysis and manage incidents through to resolution.
• Manage open calls and call actions within agreed SLA timeframes.
• Escalate technical or operational ticket issues efficiently.
• Research solutions for unfamiliar technical problems.
• Provide email and telephone-based support to customers.
• Communicate issue progress clearly with customers and account managers.
• Mentor colleagues, deliver advanced technical training, and vet knowledge base articles.