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Service Desk Escalation Engineer

4 months ago

North West Leicestershire Leicestershire, United Kingdom Stoneseed Full time €40,000

Job Title: Service Desk Escalation Engineer (3rd line)
Location: Hybrid working (Client based in Barlborough)
Contract: Permanent Full Time

The role of Escalation Engineer

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.

About You
Having a good technical knowledge is an essential requirement to be able to provide an escalation point when needed and to ensure that incidents and problems are resolved quickly and efficiently. It vital to have the desire to provide exceptional experience at all times. Additionally, it is necessary to understand the commercial goals of the business as a whole.

Key Responsibilities:
As an Escalation Engineer, your job responsibilities include:
  • Provide a point of escalation to support incidents relating to hardware, software, network connectivity and application services to a wide variety of external customers.
  • Managing and tracking incident tickets using an in-house ticket management system and providing timely updates to customers
  • Resolve Incidents to stringent customer defined SLA's
  • Driving the service desk's first-time fix resolution times to enhance customer satisfaction
  • Communicating with customers in a clear, effective, and timely manner
  • 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

Skills required:

  • 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
  • Ability to manage a diverse workload and work calmly under pressure with an organised and methodical approach to tasks.
  • Experience Microsoft 365 solutions, including Azure Virtual Desktop, Sharepoint etc
  • Knowledge of working with an MSP environment would be advantageous

Benefits Package:

  • Salary DOE - starting at GBP40000

We aim to respond to all applicants within 5 days - to avoid missing out please apply today.

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