Senior 2nd Line / Escalation Engineer - Chesterfield - MSP

at  ITS Resourcing

Duties involved:

• 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 the 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.
• 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. (once per week on average)
• 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

Package / further role details

• Starting salary of upto £35,000 per annum
• Hybrid-based – 1 to 2 days working from home and the office.
• Must have a full driving licence – pool car available for site work
• Lots of progression & learning are available with this business