3rd line service desk engineer

Please note this is a hybrid role based out of our Chesterfield office. Job Role: 3rd Line Service Desk Engineer Reports to: Service Desk Manager Overview This position will provide high end technical support to AAG’s clients, the role will act as a point of escalation for 1st and 2nd line issues which will be dealt with both remotely and onsite. Prior experience working for an MSP within a Service Desk environment is essential, as well as an excellent technical background with strong networking and Azure experience. The role will require excellent organisation and communication skills with a keen focus on customer experience. Responsibilities Provide 3rd Line service desk support for incidents related to hardware, software, network connectivity and application services to a wide variety of external clients. Manage and own tickets via our Autotask ticket management system, providing customer updates to agreed timeframes. Act as an escalation point for more advanced technical tickets. 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. Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and mentoring of 1st line support. Skills Minimum 2 years’ experience in a 3rd Line role or 4 years’ experience in a 2nd line role within a service desk environment. Good knowledge of Windows Server, Virtual environments including VMWare, SQL Server, entire Microsoft stack, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus. Microsoft 365 and related technologies Exchange Online Microsoft Intune Conditional Access/MFA Microsoft Azure IaaS 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, ability to work under pressure and 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 achieving the AAG vision. Apply using the form below. Please note this is a hybrid role based out of our Chesterfield office. Apply for the 3rd Line 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