IT Service Desk Engineer

2 weeks ago


Chesterfield, Derbyshire, United Kingdom Stoneseed Ltd Full time

Job Title:
Service Desk Escalation Engineer (3rd line)

Location:
Hybrid working (Client based in Barlborough)

Contract:
Permanent Full Time

Our client, who provides IT Support services to Businesses is looking for a "hands on" Service Desk Escalation Engineer (3rd line) who will provide technical support to AAG's customers within an MSP service desk environment mainly managed by remote access.

This is a full time, permanent role based at our client's office in Balborough initially, then you will split your time between clients, the office, and remote working.

Additionally, it is necessary to understand the commercial goals of the business as a whole.

Provide a point of escalation to support incidents relating to hardware, software, network connectivity and application services to a wide variety of external customers.

Driving the service desk's first-time fix resolution times to enhance customer satisfaction
Maintaining accurate documentation in a centralized management database
Providing on-site support to resolve customer service outages as per the Service Level Agreements (SLAs)
Supporting the delivery of projects, if applicable
Continuously learning and enhancing technical knowledge and skills through formal training, informal training, practical experience, and mentoring other team members
Minimum 2 years' experience in a 2nd Line role within an MSP 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
Experience Microsoft 365 solutions, including Azure Virtual Desktop, Sharepoint etc

Benefits Package:
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