3rd Line Application Engineer - Manchester

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Position: 3rd Line Application Engineer

Location: Manchester

Salary: £35000 - £40000 per annum

Job type: Permanent

With our head office based in the heart of Salford Quays; we pride ourselves in having an energetic, and fresh office culture.

We have a lot of talented and very skilled engineers in our Technical Support Team who are enthusiastic about sharing their knowledge and growing the Team; we all strive to learn and provide excellent service.

Details of the Role:

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, is able to put the customer first, has a positive attitude towards work and colleagues and enjoys working with new an evolving technologies.

Job Responsibilities:

Dealing with communications from Clients regarding Supported Technologies and Proactive Monitoring Alerts, then when appropriate creating incidents, service requests, problem records and change requests.

Triaging escalated incidents by accurately assessing impact and investigating issues in a timely manner, whilst adhering to Response SLAs and KPIs.

Owning and managing escalated tickets both procedurally and technically within Resolution SLAs and KPIs.

Ensuring all information is clearly and accurately recorded on tickets.

Escalating tickets to 3rd parties and vendors; then proactively chasing.

Owning and managing changes to customer environments by creating Request for Changes, which include detailed and actuate information; then arranging implementation.

Skills:

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 proactively pick up new knowledge and skills. We often find good candidates have their own Lab at home etc

Concise communication skills and able to give excellent customer service to our customers, with a general ethos of putting the customer first

Good Multi-Tasker and shows grace under pressure

Has an effective approach to troubleshooting and is a natural problem solver

3rd Line Application Engineer should ideally have technical ability in the following: -

Non-Negotiables skills:

Citrix XenApp/XenDesktop 7.x, Citrix NetScaler

Experience providing resolutions

Managing their own tickets and ticket queues

Excellent customer service

KEY SKILLS

Citrix XenApp/XenDesktop 7.x, Citrix NetScaler Experience providing resolutions Managing their own tickets and ticket queues Excellent customer service