Service Desk Engineer- 3rd Line

Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanentposition

This position will provide technical support to our clients customers within a service desk environment mainly managed by remote access however on-site visits may be required. A good technical knowledge is essential to provide an escalation point to 1stand 2ndLine and ensure incidents and problems are dealt with quickly and efficiently. A desire to provide exceptional customer service at all times is a must along with an understanding of the commercial goals of the business as a whole.

Reports to:IT Operations Manager

Responsibilities:

• Provide 3rdLine service desk support for incidents related 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
• Act as an escalation point for more advance technical tickets
• Triage and 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
• Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and mentoring of 1stline support

Skills:

• Minimum 2 years experience in a 2ndor 3rdLine role within a service desk environment
• Good knowledge of Windows Server, Virtual environments (VMWare), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus
• Microsoft 365 and related technologies
• Exchange Online
• Azure Active Directory(Azure AD joined/hybrid)
• Conditional Access/MFA
• Windows Server
• Active Directory
• Microsoft Azure IaaS
• Firewalls(NAT/PAT/ACLs)
• Demonstrated 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
• Committed to achieve the company vision