Job Role:         2nd Line Service Desk Engineer

Reports to:      Service Desk Manager


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 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.


  • Provide 2nd 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.
  • 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.


  • Minimum Level 3 IT qualification and 2 years’ experience in a 1st or 2nd 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.
  • Cloud hosted O365 skills required.
  • MS Exchange and Outlook management skills required.
  • Knowledge of data backups and schedules including VEAAM and Cloud hosted services.
  • Demonstrated PC hardware/software trouble-shooting skills.
  • Excellent team player with proven mentoring capabilities.
  • Excellent communication and interpersonal skills; professional telephone demeanour.
  • Strong customer service skills and attention to detail.
  • ITIL knowledge preferred or certification would be desirable.
  • 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 AAG vision.