This job vacancy is managed by Andy File Associates, a trusted recruitment agency in the region.
Our client is a forward-thinking Managed Service and IT solutions provider dedicated to delivering exceptional technical support and services to businesses across various sectors. Their mission is to provide top-tier customer experiences while contributing to their commercial objectives.
Our client is searching for a talented 2nd Line Engineer to join their team in Barlborough. In this role, you will provide critical technical support to their customers within a service desk environment, primarily managed through remote access, with occasional on-site visits. They are seeking candidates with a strong technical background, the ability to swiftly and efficiently resolve incidents and problems, and a passion for delivering exceptional customer experiences. Understanding their business's overall goals is essential for success in this position.
Key Responsibilities:
- Provide support for incidents related to hardware, software, network connectivity, and application services for a diverse range of external customers.
- Manage and take ownership of incident tickets using our Autotask ticket management system, providing customer updates within agreed timeframes.
- Resolve incidents in accordance with stringent customer-defined SLAs, escalating tickets when necessary to consistently meet SLAs.
- Drive service improvement initiatives within the service desk to enhance first-time fix resolution times.
- Communicate clearly, effectively, and in a timely manner with all customers.
- Create and maintain accurate documentation within the centralized management database.
- Provide on-site support as needed to resolve customer service outages and meet SLAs.
- Continue to develop your technical knowledge and skillset through formal training, informal training, and hands-on practical experience.
Skills:
- Minimum of 2 years' experience in a 1st Line role within a service desk environment.
- Strong knowledge of Windows Server, Virtual environments (VMWare), SQL Server, MS Windows, Networking (LAN, WAN, VPN, Wireless), Active Directory, Antivirus.
- Proficiency in Microsoft 365 and related technologies, Exchange Online, Conditional Access/MFA, and Firewalls (NAT/PAT/ACL’s).
- PC hardware/software troubleshooting skills.
- Excellent communication and interpersonal skills with a professional telephone demeanor.
- Strong customer service skills and meticulous attention to detail.
- Patience, the ability to work effectively under pressure, and strong organizational skills.
- A proactive approach to developing the role and suggesting process improvements to enhance both internal and external experiences.
- Commitment to achieving the AAG vision.