3rd Line Technical Analyst

As a 3rd Line Technical Analyst, I will expect you to: - Serve as a technical escalation point for the 2nd and 1st line teams. - Ensure a quality working relationship with end users. - Liaise with customers regarding their queries and requirements. - Update all cases/project sheets you own on a daily basis. - Provide a point of contact for end users regarding project actioning. - Establish and maintain high levels of incident ownership through the incident lifecycle to a satisfactory conclusion. - Monitor support queues. - Assist with pre-sales meetings/workshops and any required follow-up documentation. - Manage internal IT tasks, including domain, servers, PC builds, and software deployment. - Participate in research and development of products, both new and existing. - Work alongside Professional Services & Managed Services colleagues, mentor apprentices, and handle bench work independently. - Contribute to process development and actively identify areas for improvement. - Remain available for onsite visits, whether pre-arranged or for emergency callouts. - Assist and mentor with the physical deployment of hardware into an environment. - Aid with software installations as required. - Stay informed about new technologies and products in the industry. - Undertake and pass any required examinations for personal development. - Supervise the team to ensure quality work standards and provide support to team members when needed.