3rd Line Engineer

Tela is a dynamic and rapidly expanding IT service and telecommunications company at the forefront of technological innovation. Our success is built on our core values: We Care, We Empower, We Deliver, We Evolve, We are a team principles: embracing cutting‑edge technology and prioritising our most valuable asset—our people.

By investing in our people, we ensure that Tela remains agile, innovative, and capable of meeting the complex IT challenges of today and tomorrow. Join us in shaping the future of technology whilst growing your career in an employee‑centric organisation that values your contributions and supports your aspirations.

Key Objectives

Working proactively as part of our escalation (3rd Line) team on behalf of our customers, ensuring an exceptional customer experience.

Key Responsibilities includes:

• Resolve incidents and service requests for our customers, within SLA’s
• Utilise troubleshooting and configuration updates to provide immediate advice and resolution
• Ensure customers are kept informed on progress and resolution throughout
• Act as an escalation point
• Mentor and support team members ranging from 1st to 2nd line support, ensuring that best practices are followed, and their skills are developed
• Respond promptly to critical incidents and ensure we are taking the appropriate and efficient route to resolution
• Update and create knowledge base articles, as better incident resolutions are identified
• Improve efficiency of internal systems and processes to decrease the resolution time of incidents, for example scripting and automation
• Support team leaders and management, displaying a role model attitude and approach to work and tasks
• Attending customer sites, as required
• Any other duties as reasonably required

Person Specification:

• Exceptional communication skills (verbal and written)
• A reliable individual who enjoys working autonomously
• A genuine interest in technology, with the enthusiasm to continuously develop skillset
• The ability to build rapport and relationships with colleagues, customers and suppliers
• High degree of accuracy and a keen eye for detail
• A willingness and availability to travel to client sites as required
• Self‑motivated, enthusiastic and works well within the team

Experience & Skills

• A minimum of 2 years experience in a 3rd Line role, within an MSP environment
• Office 365 Administration
• Strong knowledge of Windows 7 to 11

Location

This role requires in-office attendance, to our office in Crucifix Lane, London Bridge. You will also attend customer sites throughout London.

Working Hours

Our service desk operates between 08:00 – 18:30. The successful candidate will need to be able to work shifts between these hours.

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