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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.