Escalation Service Desk Engineer

Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent role.

Reports to: Service Desk Manager

Salary: £40k - £50k

Overview

This position will provide technical support to our client’s customers within a service desk environment mainly managed by remote access. A good technical knowledge is essential to provide an escalation point where required and ensure incidents and problems are dealt with quickly and efficiently. A desire to provide an exceptional experience at all times is a must, along with an understanding of the commercial goals of the business as a whole.

Responsibilities

• Provide a point of escalation to support incidents relating to hardware, software, network connectivity and application services to a wide variety of external customers.
• Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes.
• Resolve incidents to stringent customer defined SLAs.
• Drive service improvement within the service desk to improve first time fix resolution times.
• Communicate clearly, effectively and in a timely manner with all customers.
• Create and maintain accurate documentation within the centralised management database.
• Provide any on-site support to resolve customer service outages as required to meet SLAs.
• Support with the delivery of projects where applicable.
• Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and mentoring other members of the team.

Skills

• Minimum 2 years’ experience in a 1st or 2nd Line role within a service desk environment.
• Good knowledge of Windows Server, Virtual environments (VMWare, Microsoft Azure), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus.
• Microsoft 365 and related technologies
• Exchange Online
• Conditional Access/MFA
• Firewalls (NAT/PAT/ACLs)
• PC hardware/software trouble-shooting skills.
• Excellent communication and interpersonal skills; professional telephone demeanour.
• Strong customer service skills and attention to detail.
• MS-100 or AZ-104 certifications would be preferred but not essential.
• Patience and ability to work under pressure with good organisational skills.
• The ability and desire to develop the role and make it your own, suggesting improvements for process where appropriate to enhance internal and external experiences.
• Committed to achieve our client’s vision.