service engineer
6 the last 308 days, recently 2024-02-22
Responsibility
- please note this is a hybrid role based out of our Chesterfield office
- manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes
- resolve incidents to stringent customer defined SLA’s
Show more +27 - drive service improvement within the service desk to improve first time fix resolution times
- overview
- provide support for incidents relating to hardware, software, network connectivity and application services to a wide variety of external customers
- 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
- provide a point of escalation to support incidents relating to hardware, software, network connectivity and application services to a wide variety of external customers
- the role will require excellent organisation and communication skills with a keen focus on customer experience
- support with the delivery of projects where applicable
- manage and own tickets via our Autotask ticket management system, providing customer updates to agreed timeframes
- skills and Responsibilities
- act as an escalation point for more advanced technical tickets
- job Role: 3rd Line Service Desk Engineer
- job Role: Apprentice Service Engineer
- as an IT Apprentice, you’ll be working closely with our First, Second and Third Line technicians as they support our existing and new customers’ IT requirements
- reports to: IT Operations Manager
- reports to: Service Desk Manager
- 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
- as an IT Apprentice, you’ll be working closely with our Engineering Team as they support our existing and new customers’ IT requirements
- 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
- you’ll have a keen interest in IT and must be able to work as part of a busy support team. Working closely with other departments you will need to build relationships with both internal and external customers
- provide 3rd Line service desk support for incidents related to hardware, software, network connectivity and application services to a wide variety of external clients
- we work to strict SLAs with our customers and you’ll be responsible, after training, for the quality of information logged into our Ticket System – you will be expected to accurately log support tickets into our Call Management system in a timely manner
- provide 3nd Line service desk support for incidents related to hardware, software, network connectivity and application services to a wide variety of external clients
- job Role: Service Desk Engineer
- continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and mentoring other members of the team
- telephone Number
Requirements
- minimum 2 years’ experience in a 1st or 2nd Line role within a service desk environment
- microsoft 365 and related technologies
- exchange Online
Show more +24 - conditional Access/MFA
- firewalls
- PC hardware/software trouble-shooting skills
- polite and efficient answering of Service Desk phone calls
- excellent communication and interpersonal skills; professional telephone demeanour
- good knowledge of Windows Server, Virtual environments , SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus
- the timely and accurate logging of customer issues into the Ticket Management system, from both phone calls and incoming emails
- strong customer service skills and attention to detail
- MS-100 or AZ-104 certifications would be preferred but not essential
- recognising when a call is urgent and escalate accordingly
- patience and ability to work under pressure with good organisational skills
- microsoft Intune
- carrying out configuration and testing of new kit prior to install at customer site
- azure Active Directory
- the ability to work as part of a team, whilst remaining self-motivated in managing your own workload
- microsoft Azure IaaS
- the ability to demonstrate an excellent customer service focus when dealing with clients
- windows Server
- committed to achieve the AAG vision
- minimum 2 years’ experience in a 3rd Line role or 4 years’ experience in a 2nd line role within a service desk environment
- active Directory
- good knowledge of Windows Server, Virtual environments including VMWare, SQL Server, entire Microsoft stack, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus
- using the formal ticket logging system in place, and be responsible for the quality of the information recorded – to be able to produce clear descriptions relating to user problems that ensure timely and efficient solutions
- apply for the Apprentice Support Engineer role below
Trade
- software Development
- Software Development
Salary in other companies in the position service engineer
| L&C GAS SERVICES | 9600 £ | 5000 £ 9600 £ |
| TRUST IN SODA | 6860 £ | 5000 £ 9600 £ |
| CMS | 6500 £ | 5000 £ 9600 £ |
| DOMESTIC HEATING TEAM | 6000 £ | 5000 £ 9600 £ |
| DOMESTIC HEATING TEAM | 6000 £ | 5000 £ 9600 £ |
| COMPUTAPPOINT | 5416 £ | 5000 £ 9600 £ |
| THE ONE GROUP | 5416 £ | 5000 £ 9600 £ |
| CARRINGTON WEST | 5138 £ | 5000 £ 9600 £ |
| LLOYDS BANKING GROUP PLC | 5136 £ | 5000 £ 9600 £ |
| CONSTRUCTION RECRUITMENT SERVICES | 5000 £ | 5000 £ 9600 £ |