3rd Line Support Technician

- I will log and action end-user service requests in our PSA system, following Service Desk procedures and policies. - I will address technical queries promptly and efficiently while prioritizing them to meet KPIs and customer service expectations. - I will diagnose and resolve technical issues and respond to escalations from 1st Line and 2nd Line Support Technicians by offering support and technical advice to resolve client queries. - I will install, maintain, and troubleshoot client hardware and software according to company standards, including reconfiguring and performing system upgrades when necessary. - I will maintain and update accurate client site documentation via IT Glue, championing the importance of documentation. - I will uphold the company's Information Security policies and procedures. - I will propose improvements to client systems and services to continuously enhance their operations. - I will keep up to date with new technologies adopted by Netteam and our client base and improve my technical knowledge through company training and self-study. - I will provide out-of-hours support to our clients on a rota basis (2nd and 3rd line only). - I will troubleshoot networks, diagnose connectivity issues, configure routers and switches, monitor network performance, and resolve IP conflicts. - I will maintain a solid understanding of Information Security Management Systems (ISMS) and commit to compliance with relevant data protection policies and regulations.