The role of 3 rd
Line Support is to take responsibility and management of the assigned 3 rd
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. 3 rd
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.
Responsibilities 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 ensuring this is reflected among the support team.
Manage technical queries from clients, 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. Ensure all client system information and technical notes are logged onto the ticketing system along with 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 SLAs and KPIs within the business to enhance the support and solutions offering of the company.
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.
Ongoing review of technical systems and developments to maintain expert technical knowledge to facilitate the identification and implementation of best practices.
Contribute to the change management process; represent the interests of the customer when assessing risk and impact.
Responsible for picking up and resolving out-of-hours calls.
Key Interfaces:
All interdepartmental teams
Clients
3 rd
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 virtualization; 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 of Cisco Meraki technologies
Knowledge of 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 based upon the company strategy and vision.
Future Progression:
LMS Group has recently been acquired by Zenzero and is growing fast, 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 2024
#J-18808-Ljbffr
Line Support is to take responsibility and management of the assigned 3 rd
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. 3 rd
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.
Responsibilities 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 ensuring this is reflected among the support team.
Manage technical queries from clients, 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. Ensure all client system information and technical notes are logged onto the ticketing system along with 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 SLAs and KPIs within the business to enhance the support and solutions offering of the company.
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.
Ongoing review of technical systems and developments to maintain expert technical knowledge to facilitate the identification and implementation of best practices.
Contribute to the change management process; represent the interests of the customer when assessing risk and impact.
Responsible for picking up and resolving out-of-hours calls.
Key Interfaces:
All interdepartmental teams
Clients
3 rd
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 virtualization; 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 of Cisco Meraki technologies
Knowledge of 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 based upon the company strategy and vision.
Future Progression:
LMS Group has recently been acquired by Zenzero and is growing fast, 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 2024
#J-18808-Ljbffr
