2nd / 3rd Line Support

Recruiter
Your Prime Recruitment
Location
Manchester
Posted
13 Apr 2018
Closes
20 Apr 2018
Contract Type
Permanent
Hours
Full Time
2nd / 3rd Line Support – Application Engineer

Basic £30,000 - £40,000 + Benefits

Leader in delivering Transformational IT Services

Citrix Platinum Partner

Excellent Culture & Working Environment

Do you want to work for a company that invests in personal growth and development?

Do you have experience with Citrix?

Position could be a 2nd or 3rd line depending on experience.

Our client is on the lookout for a talented 2nd / 3rd Line Support professionals due to looking to further grow their team. As a business they have won numerous awards and hold a number of high level accreditations for delivering transformational IT services to UK businesses. If you thrive in a fast-paced environment, where you can make a real difference; then you are going to love it here.

With our head office based in Manchester they pride themselves in having an energetic, and fresh office culture. With ‘Book You Birthday Off’, competitive annual leave and regular team night outs among other benefits. They will not only invest in your development, but also provide a great, supportive environment for you to grow, develop, and fulfil your potential. Their main aim is to strive to learn and provide excellent service.

You will work with a broad range of customers from mid-market – enterprise. The role requires an individual who can deliver quick resolutions with quality customer care, have excellent communication skills via the Phone and email, can work well as part of a team, is able to multi-task yet show grace under pressure, puts the customer first and enjoys working with new and evolving technologies.

Job Responsibilities: 2nd / 3rd Line Support – Application Engineer

* Triaging new incidents by accurately assessing impact and investigating issues
* Owning and managing tickets both procedurally and technically within Resolution SLAs and KPIs
* Ensuring all information is clearly and accurately recorded
* Escalating tickets to 3rd parties and vendors; then proactively chasing
* Owning changes to customer environments by creating Request for Changes
* Owning and managing own ticket queue
* Assisting other team members
* Normal hours of work will be between the hours of 7am and 7pm Monday to Friday

Skills: 2nd / 3rd Line Support – Application Engineer

* First and foremost, you should have a good attitude; which would be a person who enjoys working with technology and is eager to learn and pick up new knowledge and skills.
* Concise communication skills and able to give excellent customer service to our customers,
* Good Multi-Tasker and shows grace under pressure
* Has an effective approach to troubleshooting and is a natural problem solver
* Experience or a mix of experience with Citrix, XenApp, Microsoft, Windows Server, VMware, Cisco, Netapp, Ivanti / Appsense, Veeam, Symantec
* Citrix experience is essential

For more information please apply below.

2nd / 3rd Line Support – Application Engineer

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