000378 3rd Line Technical Support Consultant

Job Purpose

To work on the escalation team taking escalated cases from Helpdesk Consultants, customers and management.

Duties and Responsibilities

Working as part of the technical escalation team you will respond to cases escalated from various teams and manage these cases to conclusion. Duties include: -

  • Responding to / resolving technical escalations via telephone and remote access
  • Call management / prioritisation / management to ensure service levels are met
  • Problem analysis and investigation work on a multi discipline and multi issue level
  • Keeping up to date with the latest software and technology
  • Promoting continuous improvement and best practice within the department
  • Improving the skillset of the Helpdesk Consultants by feeding back information on resolutions to escalated cases and basic mentoring and guidance of assigned helpdesk staff
  • Assist in delivering support to TSG’s larger customers at a high level
  • Assist in the resolution of post install issues after TSG projects
  • Assist in the transition of projects to the support team
  • Where required attend customers site to assist with high priority and complex cases

Collaboration and Relationships:

  • You will be working as part of a UK wide escalation team and be expected to liaise with colleagues and Team Leaders/Managers to ensure customer satisfaction is kept at a high standard.

Knowledge, Skills and Experience

Your qualifications

  • Minimum MCSA or similar Microsoft qualification desirable
  • Excellent organisational skills
  • Ability to work unattended to required deadlines
  • Ability to manage workload and prioritise tasks based on the needs of the customer
  • Good telephone manner
  • Excellent communication skills
  • Excellent logical/troubleshooting skills
  • Excellent customer facing skills
  • Excellent attention to detail
  • Ability to communicate with customers at director and head of It level

Your skills & knowledge

Your experience

  • Minimum 5 years’ experience troubleshooting Microsoft server technologies
  • Minimum 3 years’ experience troubleshooting Microsoft applications (Exchange SQL)
  • Minimum 5 years’ experience in Lan/Wan diagnosis
  • Other server technologies (linux/novell etc.) an advantage

Your behaviours

  • Demonstrate a positive attitude towards customer’s issues
  • Demonstrate a willingness to help your colleagues and customers
  • Demonstrate a willingness to maintain and improve your qualifications levels as new accreditations are release
  • Demonstrate a willingness to learn new technologies as they emerge
  • Demonstrate the ability to communicate at a highly technical level with internal IT teams and also at a business strategic level with IT directors.


Closing Date: 
Friday, August 26, 2016 - 11:15