3rd Line Service Desk Engineer Job Description Template
Our company is looking for a 3rd Line Service Desk Engineer to join our team.
Responsibilities:
- Supporting new product release in testing, evaluation, onboarding and embedding into our business;
- Ensure adherence to our Change Management Process;
- Supplying a high standard of customer service in line with Air IT’s standards;
- Providing an escalation point for 1st and 2nd Line Service Desk Engineers;
- Acting as a technical lead in a major incident or priority 1 situation;
- Owning, managing and resolving 3 rd Line incidents, completing requests and change requests in line with our SLA’s;
- Work in accordance with company values, policies, procedures and standards;
- Identifying opportunities for improvement both technically and in processes;
- Delivering against our KPI’s;
- Effective prioritisation and workload management.
Requirements:
- Able to deliver and troubleshoot complex technical solutions;
- Good time management and prioritisation skills;
- 3 years demonstratable experience in a similar role;
- Detailed technical knowledge in Windows Server;
- Strong documentation skills;
- Flexible and adaptable;
- A proven problem solver;
- Clear and confident communicator at all levels and abilities;
- Office 365;
- Active Directory.