2nd Line Service Desk Engineer

• Can you envisage yourself working with one of South West’s leading managed service providers?
• How about a company that puts people before technology and allows you to shape your own work environment?  
• If you have the passion, motivation and experience to provide first-class customer service, you may be what we’re looking for.  

Join a team that is committed to revolutionising the way people work and communicate.  As a 2nd Line Service Desk Engineer, you’ll be based onsite at our inviting Cornwall offices, where you will provide dedicated support to our diverse client base.

Contributing to one of Aztek’s core values of providing a ‘people before technology’ approach, you’ll be in charge of 2nd Line incidents, from initial assignment to management and resolution.  You will act as a technical lead in high priority incidents, be the point of call for 1st Line Service Desk Engineers, and deliver against our Key Performance Indicators (KPIs) and Service-Level Agreements (SLAs).

Ideally, we’re looking for an experienced 2nd Line Service Desk Engineer with an IT Managed Service Provider (MSP) background.  Someone who can provide an outstanding customer experience every time, with the motivation and natural problem solving skills to suit a fast-paced environment.

What you will be doing at Aztek:

• Providing a superb customer service experience in line with Aztek’s values.
• Taking charge of the 2nd Line incidents, including ticket assignment, management and resolution.
• Completing requests and change requests in line with Aztek’s SLAs. 
• Acting as the technical lead in high priority incidents. 
• Taking on board escalations from 1st Line Service Desk Engineers.
• Delivering against Aztek’s KPIs. 
• Suggesting where improvements can be made both from a technical and process point.
• Adhering to Aztek’s values, policies, procedures and standards.

Sound like the job for you?  You will need:  

• At least 2 years experience as a 2nd Line Service Desk Engineer (or similar role).
• The ability to troubleshoot complex technical challenges and communicate solutions effectively at all levels. 
• Excellent documentation, time management and prioritisation skills. 
• Good technical knowledge in Windows Server, AD (Active Directory), Microsoft Office 365 and Microsoft Azure.  
• Basic technical knowledge in vCloud, vSphere, hypervisors and Microsoft SharePoint.
• Good understanding of Linux, Networking, Firewalls and PC/server hardware.

•  MCSA

•  ITIL foundation
• MCITP: Server Administrator or MCSE: Windows Server
• CCNA

Aztek has shaped a working environment that allows you to shape your own.  To ensure you thrive as part of our team, we’ll support you with the resources, remuneration packages and funded training to maximise your potential.