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    3rd Line Helpdesk Support Technician - United Kingdom - Energize Group

    Energize Group
    Energize Group United Kingdom

    1 week ago

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    Description

    The Level 3 Helpdesk Technician is a senior technical support specialist responsible for providing advanced troubleshooting, problem resolution, and escalation support for complex IT issues. This position requires in-depth technical expertise, strong analytical skills, and the ability to lead and mentor junior members of the helpdesk team.

    Key Responsibilities:

    Advanced Technical Support:

    • Serve as the highest level of escalation for technical issues unresolved by Level 1 and Level 2 helpdesk technicians.
    • Conduct in-depth analysis and diagnosis of complex IT problems related to systems, networks, applications, and infrastructure.
    • Develop and implement effective solutions, workarounds, or patches to resolve technical issues promptly and minimize downtime.

    Escalation Management:

    • Coordinate and manage escalated tickets, ensuring timely resolution and effective communication with stakeholders.
    • Act as a liaison between the helpdesk team and other IT support groups (internal or external), including system administrators, network engineers, and software developers.
    • Provide guidance, technical expertise, and mentorship to Level 1 and Level 2 technicians to facilitate knowledge transfer and skill development.

    Problem Management:

    • Conduct root cause analysis (RCA) and post-incident reviews for major technical incidents to identify underlying causes and prevent recurrence.
    • Collaborate with cross-functional teams to implement permanent fixes, preventive measures, and process improvements based on RCA findings.
    • Maintain accurate documentation of known issues, resolutions, and best practices for future reference and knowledge sharing.

    Project Support:

    • Participate in IT projects, upgrades, and deployments as a subject matter expert (SME) to ensure successful implementation and integration with existing systems.
    • Provide technical guidance and support during project planning, testing, and rollout phases, identifying potential risks and mitigation strategies.

    Continuous Improvement:

    • Stay abreast of emerging technologies, industry trends, and best practices in IT support and service management.
    • Identify opportunities to enhance service quality, operational efficiency, and customer satisfaction through process improvements and automation.
    • Proactively contribute to the development and refinement of standard operating procedures (SOPs), knowledge base articles, and training materials
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