Escalation service desk engineer

Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent role. Reports to: Service Desk Manager Salary: GBP40k - GBP50k Overview This position will provide technical support to our client rsquo;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 SLAs. * 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 SLAs. * 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 rsquo; 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/ACLs) * 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 our client rsquo;s vision