Job Description Job title: Escalations Technician
Main purpose of job: Peninsula EvolvIT are pleased to offer an exciting new opportunity to join a dynamic close nit team of highly regarded engineers respected by an ever-growing client base. As a leading MSP provider in the southwest we are looking to employ an escalations technician. The role plays an important part in making sure our clients are looked after and their issues are dealt with in a timely prompt manner. As an Escalations Technician the main purpose is to assist the front-line team with any escalated customer support requests which are received to the help desk either by phone, e-mails, or support tickets. The technician is expected to progress tickets forward which require deeper investigation, knowledge, and complex fixes until resolution. The role will also involve assisting the front line time when cover is needed to answer support cases. All support cases must be completed within a timely manner to fit with the company SLA time. As part of the role, you will also be involved within project work where you will be working with our Lead Infrastructure Engineer including small solo projects. A large part of the role is customer service oriented, and we have a strong long-term working relationship with all our clients. As part of this the role has an expectancy for high level customer service which requires excellent communication and key skills.
The successful candidate must be able to work solo and have a strong ability to be given a task to do with minimal assistance. The candidate must also have a good phone manner as customer interaction on the phone will play a large part in the role. EvolvIT are looking for someone who likes a challenge, is not scared to tackle hard technical queries and can use their base knowledge to find fixes to complex faults.
Location: Remote working from home. On site working at client’s premises in the UK when required. Compulsory team working day once a month from a location in Weston-Super-Mare. In addition, there may be times where it is required to work from an alternative location such as a colleague.
Main tasks of job:
- Dealing with escalated support cases until a detailed resolution is found.
- Assisting with day to day support when required with overflow calls at busy times or staff absences on the front desk.
- Assisting within project work which may form solo projects or within assistance to the lead infrastructure engineer.
- To look at new systems and develop systems to enhance both customer and EvolvIT systems.
- Provide IT support to our customers remotely and on site when needed.
- Answer incoming support phone calls and triage to resolution.
- Keep within and exceed SLA Targets with time management.
- Provide regular and relevant updates to customers throughout the support process.
- Work with any customers 3rd party providers to create and update support cases.
- Update tickets with full details of the case as it progresses through to conclusion.
- Monitor client services so all systems are working as expected and act on any warnings received into the ticket system with a focus on more complex outages such as server outages.
- To be the main contact with complex faults between the support team and higher level members of the team.
Desirable Skill Sets:
- Detailed 365 knowledge and experience including areas such as SharePoint, Azure AD, Intune, Compliance Centre and Exchange as examples.
- Detailed server knowledge and experience with working in Hyper V/Windows Server
- Networking knowledge and experience with working with VLAN/NAT/Firewall etc
- Detailed Group Policy knowledge.
- PowerShell knowledge and understanding.
- RDS knowledge would be beneficial.
- Experience with working with data centres.
- Experience of working on migration projects such as moving to 365, Azure AD and on premises server migrations.
- Experience of working solo and strong ability to find answers solo.
- Skill sets listed in out Support Technician role below.
Licences, registrations, and qualifications: Full clean driving licence. Access to a car during working hours. Valid clean DBS check. One will be asked on job acceptance if not already present. Right to work in the UK.
This job description serves to illustrate the scope and responsibilities of the role and is not intended to be an exhaustive list of duties. You will be expected to perform other job-related tasks requested by management and as necessitated by the development of this role and the development of the business.
Please send CV's to [email protected]
