Service Desk Escalation Engineer

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Job Title: Service Desk Escalation Engineer
Location: Hybrid working (Client based in Barlborough, Chesterfield)
Contract: Permanent Full Time

The role of Escalation Engineer
Our client, who provides award winning IT Support solutions to Businesses has an exciting opportunity for a "hands on" Escalation Engineer who will provide technical support to their customers within a service desk environment mainly managed by remote access. This opportunity is a full time, permanent role, initially based at our client's office in Barlborough, then split between customers, the office, and remote working.

About You
This role will suit an individual who is looking to progress their career in IT Support, within an established and supportive business. You must have excellent technical knowledge to effectively provide an escalation point when needed and to ensure that incidents and problems are resolved quickly and efficiently. It is vital to have the desire to provide exceptional experience at all times, and understand the commercial goals of the business as a whole.

Key Responsibilities:
As an Escalation Engineer, your job responsibilities include:

Providing a point of escalation to support incidents relating to hardware, software, network connectivity, and application services to a wide variety of external customers
Managing and tracking incident tickets using an in-house ticket management system and providing timely updates to customers
Improving the service desk's first-time fix resolution times to enhance customer satisfaction
Communicating with customers in a clear, effective, and timely manner
Maintaining accurate documentation in a centralised management database
Providing on-site support to resolve customer service outages as per the Service Level Agreements (SLAs)
Supporting the delivery of projects, if applicable
Continuously learning and enhancing technical knowledge and skills through formal training, informal training, practical experience, and mentoring other team members.Skills required:

Minimum 2 years' experience in a 1st or 2nd Line support 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
Ability to manage a diverse workload and work calmly under pressure with an organised and methodical approach to tasks
Experience Microsoft 365 solutions, including Azure Virtual Desktop, SharePoint etc
Knowledge of working with an MSP environment would be advantageous.Benefits Package:

Salary DOE - circa £30-35k
33 days holiday (including bank holidays)
Westfield Health after 6 months employment
Hybrid working (Monday office attendance compulsory)We aim to respond to all applicants within 5 days - to avoid missing out please apply today