2nd Line Engineer

08.01.24 Tom Proctor

Please note this a hybrid role based out of our Chesterfield office.

Job Role: 2nd Line Engineer

Reports to: Service Desk Manager

Overview

This position will provide technical support to AAG’s 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 ensure incidents and problems are dealt with quickly and efficiently.  A desire to provide an exceptional customer experience at all times is a must along with an understanding of the commercial goals of the business as a whole.

Responsibilities

  • Provide 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.
  • Resolve incidents to stringent customer defined SLA’s, escalating tickets where required to ensure SLA’s are consistently met.
  • 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.

Skills

  • Minimum 2 years’ experience in a 1st Line 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
  • Conditional Access/MFA
  • 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.
  • 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 achieve the AAG vision.

Apply for the Apprentice Support Engineer role below.

Please note this is a hybrid role based out of our Chesterfield office.

Apply for the 2nd Line Engineer role below.

Please note this is a hybrid role based out of our Chesterfield office.

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