Escalation Service Desk Engineer

12.01.24 AAG Digital

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

Job Role: Escalation 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. A good technical knowledge is essential to provide an escalation point where required and ensure incidents and problems are dealt with quickly and efficiently. A desire to provide an exceptional experience at all times is a must, along with an understanding of the commercial goals of the business as a whole.


  • Provide a point of escalation to support incidents relating 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.
  • 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.
  • Support with the delivery of projects where applicable.
  • Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and mentoring other members of the team.


  • Minimum 2 years’ experience in a 1st or 2nd Line 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.
  • 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.
  • MS-100 or AZ-104 certifications would be preferred but not essential.
  • Patience and ability to work under pressure with 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 using the form below.

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

Apply for the Escalation Service Desk Engineer role

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

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