3rd Line Support – Salford Quays – £40K
Based in Manchester, working in our Technical Support Team, providing remote support to our broad range of customers.

Job Responsibilities
General Duties
* 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 the 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.
* Owning and managing own ticket queue.
* Be a champion of supported Application Technologies by having deep technical knowledge, also having the finger on the pulse of new up and upcoming functionally and security patches.
* Mentoring 2nd Line Engineers

Technical Skill and Knowledge.

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

Beneficial to have:
* Citrix XenApp 6.x, Citrix PVS, Citrix XenMobile, Citrix XenServer, iGel Management, Veeam Backup and Replication, Citrix Sharefile (inc On-Prem SZC), Citrix WEM, Citrix UniDesk, Citrix Cloud Services

3rd Line Support – Salford Quays – £40K

If you are interested in this position, please send your CV to apply@adriasolutions.co.uk or call 01625 874399 for more information.

3rd Line Support – Salford Quays – £40K

Job Reference: ZH44567_1543596083

Salary: £30000 - £40000 per annum + Benefits

Salary per: Annum

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Job Start Date: ASAP

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