ABOUT US:

VetPartners are a collaboration of some of the most respected and trusted veterinary practices in the UK. The trust of clients, patients and employees is vital in our changing industry, as we strive to be the group of choice for practice owners considering joining a larger group. Being united as a team is one of our core values, and we also pride ourselves on putting the veterinary profession at the heart of everything we do. Our aim is to improve the quality of care given to our patients and our clients, whilst also ensuring all our colleagues have a great working life.

WHO WE’RE LOOKING FOR:

We’re looking for someone to join our friendly IT team as a 3rd Line IT Engineer, where you’ll be providing expert technical support to CSO and our colleagues at practice whilst also supporting our 1st and 2nd line engineers with ticket load and training. You’ll also be:

• Experienced with Service Desk ticketing systems (e.g., Fresh Service, ServiceNow, Ivanti)
• Have experience in technical troubleshooting and problem-solving in a professional working environment
• Have excellent communication and customer service skills
• Have experience in mentoring and adopting a teaching role to colleagues

KEY RESPONSIBILITIES:

To provide 3rd line support for incidents and requests across the group and Central office, resolving or escalating as required, reporting to the Service Desk Team Leader, your role will include but not be limited to:

• Help the team resolve tickets and escalate to 3rd parties as necessary.
• Make sure tickets are correctly prioritised and triaged.
• Mentor and educate other members of the support team.
• Manage relationships with 3rd parties.
• Ensure an elevated level of customer service and communication with end users.
• When needed, work on ad-hoc requests or projects.
• Be able to diagnose and resolve common software and hardware issues.
• Work to meet deadlines in an environment where priorities can change quickly.
• Discuss and explain issues with users in a non-technical way where required, to gather the right information to progress their issue.
• Creating, reviewing, and implementing policies, and procedures to improve service delivery.
• Taking ownership of P1’s and seeing them through to resolution.
• Point of contact for phishing/cybersecurity issues.