3rd Line Service Desk Engineer

Job Role: 3rd Line Service Desk Engineer
Reports to: IT Operations 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 provide an escalation point to 1st and 2nd Line 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.

Responsibilities:

• Provide 3rd Line 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 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 2nd or 3rd 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
• Azure Active Directory (Azure AD joined/hybrid)
• Conditional Access/MFA
• Windows Server
• Active Directory
• Microsoft Azure IaaS
• Firewalls (NAT/PAT/ACL’s)
• 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 achieving the AAG vision.

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