This job vacancy is managed by Andy File Associates, a trusted recruitment agency in the region.
Our client is a leading provider of managed services and IT solutions, dedicated to delivering exceptional technical support and services to businesses across various sectors. Their mission is to provide top-notch customer experiences while striving to achieve their commercial goals.
They are looking for a skilled and motivated Escalation Engineer to join their team in Barlborough. This role is pivotal in providing technical support to their customers within a service desk environment, primarily managed through remote access. They are seeking candidates with a strong technical background, the ability to serve as an escalation point when necessary, and a commitment to resolving incidents and problems swiftly and efficiently. Your passion for delivering an exceptional customer experience and your understanding of their business's overall goals are key to success in this role.
Key Responsibilities:
- Act as a point of escalation to support incidents related to hardware, software, network connectivity, and application services for a diverse range of external customers.
- Take ownership of incident tickets using our Autotask ticket management system, providing customer updates within agreed timeframes.
- Resolve incidents in line with stringent customer-defined SLAs (Service Level Agreements).
- Drive service improvement 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 when necessary to address customer service outages and meet SLAs.
- Support the delivery of projects where applicable.
- Continuously develop your technical knowledge and skillset through formal training, informal training, and hands-on practical experience while mentoring other team members.
Skills:
- Minimum of 2 years' experience in a 1st or 2nd Line role within a service desk environment.
- Strong knowledge of Windows Server, virtual environments (VMWare, Microsoft Azure), SQL Server, MS Windows, Networking (LAN, WAN, VPN, Wireless), Active Directory, Antivirus.
- Familiarity with Microsoft 365 and related technologies, Exchange Online, Conditional Access/MFA, and Firewalls (NAT/PAT/ACL’s).
- Proficiency in PC hardware/software troubleshooting.
- Excellent communication and interpersonal skills with a professional telephone demeanor.
- Strong customer service skills and meticulous attention to detail.
- MS-100 or AZ-104 certifications would be preferred but are not essential.
- Patience and the ability to work effectively under pressure with 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.