Escalation / 3rd Line / IT Support / Service Desk

at  Zenzero

The role of 3rd Line Support is to take responsibility and management of the assigned 3rd line tickets. To ensure the root cause of a problem is identified, and permanently resolved. This includes ensuring that all processes and procedures are followed, updated, and developed to adhere to our continuous improvement framework. 3rd Line works closely with the Escalations Team, the Technical Team Leader, Service Delivery Manager and Professional Services Manager to ensure that problematic technical tickets are actioned, progressed and resolved.

Responsibility and duties:

• Provide exceptional and first-class remote, on site, and telephone based technical IT support at all times, building a rapport with existing and potential clients and ensure this is reflected among the support team.
• Management of technical queries from clients and ensuring all such queries are handled in line with the Service Level Agreements – progressing customer tickets and providing a point for escalation.
• Manage supporting administration and documentation ensuring it is accurate and timely. Ensuring all client system information and technical notes are logged onto the ticketing system along with also technician reports for on-site works.
• Ensure ownership is taken of client technical issues and that these are seen through to completion.
• Build and develop upon existing SLA’s and KPI’s within the business to further enhance the support and solutions offering of the company and enhance existing reports, live reporting, metrics and KPIs.
• Ensure Service Level Agreements (SLAs) are met, monitored, and reported on. Ensuring that all tickets are up to date at all times.
• Coordinate the identification and resolution of service incidents and problems and where required escalate to and coordinate resolution with third party vendors.
• Work closely with the Technical, Professional and Account Management teams to evaluate and prevent problems.
• On-going review of technical systems and developments to maintain expert technical knowledge. This will help facilitate the identification and implementation of best practices, to enhance and build a robust and effective operation to assist LMS maintain our competitive advantage.
• Contribute to the change management process; in particular represent the interests of the customer when assessing risk and impact. Help to identify, specify and deliver changes required to LMS clients. Monitor changes completed and update documentation as required.
• Responsible for picking up and resolving out of hours calls

Key interfaces:

• All interdepartmental teams
• Clients
• 3rd party vendors

Absolute Requirements:

• Minimum 3 years IT experience in a support-based or MSP environment
• Strong people management skills with previous people management experience
• Active Directory Administration including DHCP, DNS and Group Policy
• Office 365 and Microsoft Azure Administration
• Expert knowledge of Office 365 product suite & licenses – including Teams, SharePoint and Azure security features (MFA, EMS, Intune, Conditional Access).
• Knowledge of Microsoft Server operating systems (2012 through to 2022)
• Knowledge of Microsoft Windows operating systems (Windows 7 through to Windows 11)
• Extensive Networking (TCP/IP) knowledge and troubleshooting experience
• Experience implementing, supporting, and troubleshooting backup solutions (Examples: BackupAssist, Veeam, Azure, SkyKick)
• Experience of virtualisation; VMWare/Hyper-V configuration and troubleshooting
• Experience with VOIP configurations, vPBX / 3CX
• Strong written and verbal communication at all levels
• Full UK driving license

Preferable Requirements (non-essential):

• Enterprise storage installation, configuration, and troubleshooting (Examples: Fibre channel, ISCSI, SAN and NAS)
• Knowledge at previous experience of working with and administering Cisco Meraki technologies
• Knowledge at previous experience of working with and administering Windows Virtual Desktop
• Enterprise firewall installation, configuration and troubleshooting (Examples: Cisco Meraki, Draytek)
• Management of Domain Name registration, management and DNS configuration

Salary & Benefits:

• Increasing Holiday with length of service
• Annual Pay Reviews
• Competitive Pay
• Microsoft Surface Laptop
• Free uniform
• Mileage allowance
• Career planning
• Birthday & length of service rewards
• Flexible working
• Referral Bonus Scheme
• Regular funded social events
• Funded Xmas party
• Overall fun environment

Facilities:

• Free Parking
• Fully air-conditioned offices
• Staff café area
• Use of company pool vehicles
• Free tea & coffee
• Open plan offices
• Electric vehicle charging points
• Sonos sound system
• Shower facilities

Performance measures:
Your performance will be evaluated against a set of Key Performance Indicators (KPIs) which will be periodically reviewed and based upon the company strategy and vision.
Future progression
LMS Group has recently been acquired by Zenzero and is growing, fast, and expanding into new areas. Our philosophy is to promote from within to provide the right individuals with the opportunity to grow with the Company.
This document is not an exhaustive list of all duties however it is intended to indicate the main areas of activity. The post holder may be required to carry out other similar tasks, as directed by their line manager.
Updated March 202

• Provide exceptional and first-class remote, on site, and telephone based technical IT support at all times, building a rapport with existing and potential clients and ensure this is reflected among the support team.
• Management of technical queries from clients and ensuring all such queries are handled in line with the Service Level Agreements – progressing customer tickets and providing a point for escalation.
• Manage supporting administration and documentation ensuring it is accurate and timely. Ensuring all client system information and technical notes are logged onto the ticketing system along with also technician reports for on-site works.
• Ensure ownership is taken of client technical issues and that these are seen through to completion.
• Build and develop upon existing SLA’s and KPI’s within the business to further enhance the support and solutions offering of the company and enhance existing reports, live reporting, metrics and KPIs.
• Ensure Service Level Agreements (SLAs) are met, monitored, and reported on. Ensuring that all tickets are up to date at all times.
• Coordinate the identification and resolution of service incidents and problems and where required escalate to and coordinate resolution with third party vendors.
• Work closely with the Technical, Professional and Account Management teams to evaluate and prevent problems.
• On-going review of technical systems and developments to maintain expert technical knowledge. This will help facilitate the identification and implementation of best practices, to enhance and build a robust and effective operation to assist LMS maintain our competitive advantage.
• Contribute to the change management process; in particular represent the interests of the customer when assessing risk and impact. Help to identify, specify and deliver changes required to LMS clients. Monitor changes completed and update documentation as required.
• Responsible for picking up and resolving out of hours call