2nd Line Engineer

Overview

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 ensure incidents and problems are dealt with quickly and efficiently. A desire to provide an exceptional customer experience at all times is a must along with an understanding of the commercial goals of the business as a whole.

Responsibilities

• Provide 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.
• Resolve incidents to stringent customer defined SLA’s, escalating tickets where required to ensure SLA’s are consistently met.
• 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.

Skills

Apply

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

Apply for the 2nd Line Engineer role below.

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