Escalation service desk engineer

Please note this is a hybrid role based out of our Chesterfield office. Job Role: Escalation Service Desk Engineer Reports to: Service Desk Manager Overview This position will provide technical support to AAG’s customers within a service desk environment mainly managed by remote access. A good technical knowledge is essential to provide an escalation point where required and ensure incidents and problems are dealt with quickly and efficiently. A desire to provide an exceptional experience at all times is a must, along with an understanding of the commercial goals of the business as a whole. Responsibilities Provide a point of escalation to support incidents relating to hardware, software, network connectivity and application services to a wide variety of external customers. Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes. Resolve incidents to stringent customer defined SLA’s. Drive service improvement within the service desk to improve first time fix resolution times. Communicate clearly, effectively and in a timely manner with all customers. Create and maintain accurate documentation within the centralised management database. Provide any on-site support to resolve customer service outages as required to meet SLA’s. Support with the delivery of projects where applicable. Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and mentoring other members of the team. Skills Minimum 2 years’ experience in a 1st or 2nd Line role within a 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. Microsoft 365 and related technologies Exchange Online Conditional Access/MFA Firewalls (NAT/PAT/ACL’s) PC hardware/software trouble-shooting skills. Excellent communication and interpersonal skills; professional telephone demeanour. Strong customer service skills and attention to detail. MS-100 or AZ-104 certifications would be preferred but not essential. Patience and ability to work under pressure with good organisational skills. The ability and desire to develop the role and make it your own, suggesting improvements for process where appropriate to enhance internal and external experiences. Committed to achieve the AAG vision. Apply using the form below. Please note this is a hybrid role based out of our Chesterfield office. Apply for the Escalation Service Desk Engineer role Please note this is a hybrid role based out of our Chesterfield office. Name (Required) First Last Email (Required) Phone Current Location (Required) CV and cover letter upload (Required) Drop files here or Select files Accepted file types: pdf, doc, docx, Max. file size: 20 MB, Max. files: 2. Consent (Required) I agree to the privacy policy and website terms conditions