Support Engineer: 3rd Line

You’ll be responsible for managing escalated and priority tickets through to resolution, utilising your own resources as well as ensuring that the extensive capabilities for obtaining additional assistance within Transparity is used to aid the successful resolution of support issues. Managing effective communication, within the business and customers is critical. You will also be responsible for handling escalations from the FFC and 2nd Line teams.

• Answer overflow calls ensuring that support tickets are raised and categorised appropriately
• Provide a re-assuring, polite and friendly point-of-contact for our customers
• Ensure that appropriate customer communication and ongoing updates are provided for the lifespan of any issue or request
• Proactive and complete time and ticket update entry within the support desk ticketing system
• Take ownership of tickets assigned or escalated to you throughout the entire ticket life cycle
• Ensure customer documentation and process guides are regularly updated as required
• Capability to follow change control procedures at all times
• Change request management through the full life cycle
• Provide expert technical assistance to our client ba...