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IT Support Technician job in Sutton Coldfield

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Job Ref:  204666073
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Warwickshire
City:  Sutton Coldfield
Post Code:  B73
Salary:  £20000 - £25000/annum
11/10/2016 08:54
I am currently recruiting for a Tier 3 Support technician for a market leading business based in Sutton Coldfield. Reporting to the support Manager the successful candidate will provide advanced technical support to their external customer base, internal staff and external partners.

As a Tier 3 Support technician your key responsibilities will be

- Monitor and manage Tier 3 Incidents working within agreed Service levels

- Investigate complex technical Support incidents using SQL server management studio

- Maintain problem management process

- Provide monthly Incident trend analysis to Support Manager

- Provide technical support to Tier 1-2 Support Technicians

- Provide overflow cover to Tier 1-2 Support Technician when required

- Flexible working style adapting to changing priorities and tight deadlines

- Provide clear and concise technical explanations to non-technically minded users

The skills and attributes as a Tier 3 support technician

- Advanced analytical and investigative skills to resolve complex enquiries

- Experience of using T-SQL essential

- Passion for providing top quality service to customers

- Able to work comfortably in a pressured environment dealing with potentially difficult customers

- Experience of ITIL incident, problem and change management

- Communicate with an open and collaborative style and networks effectively

- Excellent interpersonal skills able to quickly establish a rapport with external and internal


- Good report writing and administrative skills and commercial awareness

The successful Tier 3 support technician will ideally possess a minimum of circa 2 years working within a technical support or service desk environment, coupled with exceptional customer service skills. If this sounds like you please apply
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