3rd Line Support Agent

Job Description

Do you have a passion for technology and great customer service? Do you enjoy solving IT related issues? Are you looking to work in a fast-paced environment? Do you want to be part of a growing award-winning technology company?

We are seeking a 3rd Line Support Technician to join our

Support & Managed Services Team.

We are looking for a 3rd Line Support Agent to provide all levels of technical support to customers with a Managed Service contract (including 24x7x365 contracts) and support to all other 1st and 2nd line Service Desk Agents

Key tasks will involve:
To respond and fix reported incidents with given SLAs
Provide high levels of customer service and ensuring customer satisfaction throughout
Perform system health checks to pre-determined schedules and completing system reports
Support 1st and 2nd line support technicians and customers with such support requirements
Maintaining customer support documentation
Assist in the build of Stone Servers
Responsible for Customer Change implementations
Support Technical projects as required
Support the training of other team members
Ensure procedures, latest fixes and Knowledge base articles are kept up to date.
Take ownership on complex technical issues and escalate to Technical Lead as required
Engage in Problem management working with the Technical Lead.
To maintain a high degree of customer service for all support queries and adhere to all service management principles
To consult on infrastructure problems and provide suitable system and networking solutions
To take ownership of user complex incidents, changes and problems and be proactive when dealing with user issues as part of our 24x7x365 support
To troubleshoot and resolve the more complex 3rd line issues that 2nd line engineers have escalated, whilst maintaining an accurate task record in our Service Desk system
Proactively help resolve 1st / 2nd / 3rd line tickets where required
To participate in infrastructure installation, hardware refresh and other projects as occasion demands
Comply with Stone’s internal management systems and safety procedures
Support Stone’s corporate social responsibility strategy.
To undertake any other ad hoc duties or projects as requested by the reporting Manager.
Support the build and configuration of Stone server.
Support other team members with training and guidance
Provide timely support documents, procedures and quick guides for the wider support teams
The suitable candidate will have a good standard of education with a ‘C’ or equivalent in Maths as well as previous experience (minimum 5 years) providing Technical Support, preferably working in MSP or IT Consultancy environment. They should also have a broad understanding of networking technologies and principles.

It is also desired but not essential to be degree educated with an MCSE qualification, VMWare and/or Hyper V Certification and recognised industry related qualifications in diverse areas. Good working knowledge of Microsoft System Centre including Operations and Virtual Machine Manager & Configuration Manager, good knowledge of VMWare (vCenter / ESXi) and Working knowledge of Veeam Backup & Replication and Microsoft DPM is also desirable.

Stone Technologies Limited, a Converge company, is an innovative, highly accredited market leading technology provider with high employee engagement working to a clear set of values with sustainability central to its activities.

Everyone is welcome at Stone and will always be supported in their career with us. We encourage our people to bring their authentic selves to work and we will always ensure everyone here has an equal opportunity to reach their full potential.

At Stone we support employees and embrace diversity. This goes beyond policies and procedures to nurturing a culture of inclusivity and engagement. From comprehensive training programmes including apprenticeships, to volunteer days and community engagement, we support every employee.

Built around sustainable business methods, dedication to our customers, delivering the best possible service, believing in our people, always working with integrity and continuously innovating ourselves, we understand that taking inclusion & diversity seriously as an organisation is imperative to ensure we live up to our values.