3rd Line Support Engineer

Are you an experienced Technical Services Engineer ready to take your career to the next level? Our client is on the lookout for a passionate and skilled Level 3 Technical Services Engineer to join their vibrant Technical Services team! If you thrive in a fast-paced environment and are driven by the desire to deliver exceptional customer service, we want to hear from you!Role OverviewIn this exciting senior role, you will handle complex support tickets escalated from 1st and 2nd line engineers, performing advanced troubleshooting and resolving a wide range of technical issues. Key ResponsibilitiesManage complex incident and problem tickets escalated from junior engineers.Deliver advanced troubleshooting and root cause analysis for hardware, software, server, and network-related issues.Serve as a senior point of contact within the service desk, mentoring and guiding junior engineers and apprentices.Maintain clear, detailed technical documentation and contribute to the knowledge base.Communicate with clients to provide updates and explanations on ticket resolution progress.Champion service desk efficiencies and support process improvements.Ensure adherence to internal SLAs and compliance with industry best practises.Assist the team in meeting service desk KPIs by managing ticket volumes and ensuring timely issue resolution.Key RelationshipsTechnical Services TeamHead of Technical ServicesClients and End UsersEssential Skills and KnowledgeProven experience in a senior or 3rd ..... full job details .....