Senior Escalation Technician - IT

Posted 26 January by MaxAd
Senior Escalation Technician: A Senior Escalation Technician with previous experience of working in a dynamic Helpdesk environment for a computer dealer/reseller is required to join an established IT, outsourcing and technology company that delivers day-to-day operational support and long-term, client-focused strategic planning.

The Senior Escalation Technician will lead and drive continuous improvement within the Service Desk team responsible for resolving all escalated incidents, giving direction and guidance to other members of the team. The ideal candidate will be comfortable tackling previously unresolved issues using their experience and hands-on technical skill-set to lead by example.

This is an exciting opportunity to join a leading technology company providing IT support outsourcing, disaster recovery & back-up, complete technology solutions and business broadband services to SME clients in the South East. The company has been awarded ISO 9001 and ISO 27001 accreditation.

Technical Skills Required:
- Previous experience working for a computer dealer / reseller is essential
- A sound, comprehensive understanding of IT and IT terminology including: Windows 2008-2016 server
- An understanding of Small Business Server 2011
- Remote Desktop Server installation, management and troubleshooting
- Virtualised environments (VMware, Hyper-V)
- VoIP solutions, 3CX
- Advanced networking, routing and enterprise firewalls
- Experience of SonicWall products
- Active Directory management
- Exchange 2010 - 2016 server installation, management and troubleshooting
- Most popular anti-virus products, i.e. McAfee, Symantec etc
- Backup solutions, i.e. Backup exec, Storagecraft
- Office 365, including integration with Active Directory and an understanding of Powershell
- Sound knowledge of Dell server hardware

Personal Qualities and Experience Required:
- Possess a willingness to learn and co-operate as part of a team
- Have confidence working in a busy often hectic environment
- Excellent telephone manner is required along with friendly customer service skills
- Attention to detail & commercial awareness
- A logical approach to problem solving coupled with common sense
- Good communication, literacy and organisational skills
- Punctuality and flexibility
- Ideally live within a 25-mile radius of the office & be willing to work in a 24/7 on call rota
- Driving licence (occasional requirement to travel to client sites)

This is an exciting opportunity for an experienced Senior Escalation Technician to join an established and growing company located in modern offices and working with the best equipment. Applicants must be able to work a variable shift of 8:00am to 4:30pm, 9:00am to 5:30pm or 9:30am to 6:00pm. Competitive salary based on experience, plus benefits. Apply now!

Required skills

  • Service Delivery Manager
  • Senior Escalation Technician
  • Escalation Technician

Reference: 34333034

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