3rd Line Technician, RH2

This is an exciting opportunity for an 3rd Line Technician to join our well-established client in Reigate, Surrey. This 3rd Line Technician position is the ideal role for an individual with considerable experience in providing IT support and project delivery within an MSP environment and who is passionate about providing exemplary customer service. The 3rd Line Technician will be responsible for ensuring my client?s customers are serviced in line with SLAs and key metrics; enabling day to day IT operations to run smoothly and effectively managing incidents and customer requests from receipt to resolution and closure. The individual will also have experience in designing technical solutions that fit customer needs, creating associated scopes of works and implementing the same to a high level of quality and customer satisfaction. With large scope for accelerated growth, this is the perfect opportunity for a motivated individual looking to proactively progress their career opportunities, with share scheme access potential. 3rd Line Technician primary responsibilities therefore include: * To manage escalated incidents and customer requests from receipt to resolution and closure * To ensure service level agreement standards are met * To maintain high levels of customer satisfaction and continually seek to improve upon CSAT scores * To scope out solutions and systems befitting of customer requirements * To create and implement accurate scope of works for customer projects * To ensure projects are completed to time and budget * To assist with training and mentoring of the service team * To promptly complete any admin paperwork and documentation * Keep accurate records of all site information using IT Service Management tools * Promote best practices and adhere to change control process * Accurately plan and organise working week * To continually contribute to forward thinking company development and best practice processes Required: * 3+ years experience working for an MSP * Full driving license is required Benefits: * Bonus scheme * Profit sharing * Team events