IT Escalations Engineer

Express Recruitment are proud to be working on behalf of a rapidly growingDerbyshire-basedITManaged Service Provider, who due to continued success and ongoing expansion, are currently seeking a technically astute and customer focused ITEscalationsEngineer to join their growing escalations department. In return, the successful candidate can expect to receive a competitive salary of up to c£34,000, plus additional employee benefits including EV car salary sacrifice scheme, access to employee discount platform, 28 days holiday (inc stats) which increases with length of tenure plus exciting opportunities for further career progression and advancement.

Responsibilities

• Provide comprehensive 2 nd and/or 3 rd line technical support to customers (both remotely and face-to-face), including occasionally travelling to different sites across Derbyshire/Nottinghamshire
• Acting as primary escalation point of contact for customers
• Identify repeat technical issues and share ideas with the Escalations Team Leader to provide long term solutions
• Perform in depth root cause analysis across a wide range of systems, servers and networks
• Maintain communication with customers throughout full escalation lifecycle from initial contact through to resolution of issue
• Provide frequent feedback and updates to customers regarding their issues and requests
• Providing remote support using a mixture of RMM tools
• Record all actions, communications, and updates on the internal ticketing system - supporting tickets throughout their lifecycle

Skills & Experience

• Full proficiency in 2 nd or 3 rd line IT support
• Knowledge of standard tools such as Active Directory, AzureAD and further Office 365 applications beneficial
• Solid understanding of networking infrastructure and virtualisation tools
• External certifications such as CompTIA/ITIL desirable
• Excellent and professional customer service skills, with an excellent communication and listening skills
• Ability to prioritise and organise workloads in terms of most to least critical
• Confident dealing personally with customers and building long lasting, professional relationships
• Previous experience within MSP environment desired but not essential
• Full UK driving licence essential

Vacancy Summary

Hours: Monday-Friday

Job Type: Permanent, Full Time