3rd Line Support Engineer

at  March Recruitment

Our client are seeking a 3rd Line Support Engineer to join their Helpdesk team, to provide customer software support for DEMS related issues, undertaking analysis and diagnosis and implementing solutions within agreed timeframes. The primary objective of the Helpdesk is to provide ongoing support and assistance to customers for any product related issues. A secondary purpose is to provide internal desktop support to all staff.

KEY RESPONSIBILITIES OF A 3RD LINE SUPPORT ENGINEER

• Act as the escalation point of contact for all reported issues or queries (via telephone or email) relating to DEMS.
• Receiving, logging, and tracking all DEMS/software cases and communicating the status/resolution to the customer for escalated Software issues.
• Troubleshooting and resolving complex DEMS related issues.
• Maintaining a high degree of customer service, ensuring calls are logged, issues updated and calls closed or escalated as required, in a timely fashion and in line with service level agreements.
• Arranging for additional technical support where problems cannot be resolved within the support team. Act as escalation point of contact for third party suppliers (such as Microsoft)
• Providing remote and where necessary on-site installation and upgrade of DEMS systems to the customer.
• Providing set up and monitoring of cloud-based systems / servers / Web apps to ensure uptime for end customers is achieved.
• Providing out of hours support on a rota basis with other members of the support team for designated enhanced customer support level.