Service Desk Engineer

2 weeks ago

Totton, United Kingdom DG Partnership Ltd Full time

**Service Desk Engineer - Competitive Salary
- Totton, Southampton**

**The Role
Are you a technical whiz with a knack for problem-solving? If so, we have the perfect job for you

Aura Technology is looking for a Service Desk Engineer to provide outstanding service and support to our customers.

You will provide fast and reliable technical and service support, while managing and maintaining our customer's services. With opportunities to provide both reactive and proactive customer support, you will provide first-time-fixes and resolve request ticketswithin customer SLAs.

**Key Responsibilities:
The key responsibilities of a Service Desk Engineer include, but are not limited to:

- Providing support through taking calls and handling the resulting Incidents or Service Requests, using the Incident Management and Request Fulfilment processes, in line with Technical Support objectives.
- Correctly logging incidents, categorising, and prioritising them in line with company procedures.
- Identify and escalate any incidents to the appropriate level when necessary.
- Excellent customer service providing proactive, reactive and service management to achieve high levels of customer satisfaction through advice, guidance and technical support within SLAs and business KPI’s.
- Look for opportunities to develop and continuously improve Aura Technology’s managed services with an aim of improving customer satisfaction, increasing revenue and expanding Aura Technology’s managed service portfolio.
- Responsible for proactively assisting with recommendations and delivery of new managed services to customers to increase customer satisfaction.
- Proactive engagement with the sales teams to assist, promote and identify the correct solutions for customers and maintain/increase customer satisfaction and retention.
- Keeping up to date with technologies relevant to the role and Aura Technology and Amicus managed service offerings.

**The Company
Aura Technology is dedicated to providing high-quality, proactive managed IT services to businesses. Our business-led, strategic approach distinguishes us from the competition.

We specialise in IT services that benefit your company. Our offering is aligned with your business from the start, and our unique approach means we go above and beyond to understand your strategic roadmap.

**The Person
The key skills and qualities of a Service Desk Engineer are:

- Ideally 12 months’ work experience in a technical role for a managed service provider.
- Experienced working in a high availability environment, working on live systems where reliability, uptime and meeting SLAs are crucial.
- Proven customer-centric IT service delivery experience.
- Strong Microsoft Office suite skills.
- Good knowledge of IT concepts and architectures.
- Experience of advanced problem-solving ability and troubleshooting.
- Able to communicate clearly and concisely to all levels.
- Excellent customer service skills for both internal and external customers.
- Grounded IT experience with a high general technical competence and a good breadth of knowledge.
- Experience of handling customer complaints, dealing with technical incidents and taking ownership from reporting through to resolution.
- Extensive experience supporting and administrating M365 / O365 cloud services.
- Experience of software & hardware asset management (e.g., licensing, warranties, asset tracking etc.)

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