2nd Line Technical Engineer

We’re Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us.

We’ve grown a lot since our beginning back in 2005. We’re proud to have brought together nine leading companies as a family, with more on the horizon. Now, with an office presence across the UK, we are extremely honored to have been recognised with a range of regional, national and industry awards for growth, innovation, dedication, and success throughout our journey.

Excited for our future, we’ve got a great mission and vision and a clearly defined strategy to empower our teams and make sure we can bring out the best in our people to provide unrivalled IT and Cyber Security support, solutions, and services to local SMEs, nationwide. And this is where you come in.

Objective of role

As a core part of the technical team within the Service Delivery department you will be a very competent and skilled technician rated highly within the organisation. The daily role will involve managing and maintaining client systems, services and networks and ensuring that all technical issues are dealt with in a professional, timely manner and within the designated Service Level Agreements (SLA). You will be dealing with escalations from the Service Desk Analysts and mentoring them with their tickets.

You are considered key to the ongoing delivery of services to the client, where you will build up excellent client knowledge and make sure our technical documentation is meticulous to ensure continued support is streamlined as much as possible. You will be expected to maintain a technical understanding and remain up to date in cutting edge technologies.

Air IT offers targeted training sessions to you, but you should also be keen to enhance your knowledge and skills at regular intervals with both self-study and dedicated time within your work schedule to work towards accreditations.

Key RESPONSIBILITIES

· Manage your support queue professionally and efficiently, prioritising and resolving calls in line with SLAs whilst maintaining a high degree of customer service

· Answering calls, emails and Chat assist to assist customers

· Willing to go the ‘extra mile’ in helping solve client issues.

· To remain focused always, logging and updating ALL key information regarding the issues dealt with on customer sites

· To remain constantly focused in resolving the support ticket in a quick and efficient manner, managing expectations and providing resolutions within the company’s agreed SLA’s

· To keep up to date with current technologies as used by Air IT and its clients

· To be able to adapt quickly to changing working environments and to familiarise yourself with all key company systems

· To assist the team with their tickets and mentor/coach Service Desk Analysts

· To show a genuine desire to continually improve your technical knowledge and skills through self-study

· To maintain a healthy and interactive relationship with your team members and clients

· To propose improvements to client systems and services to continentally improve their systems and the service Air IT provide to them

As an employee of Air IT you are expected to be aware of our information security processes and procedure’s ensuring that these are adhered to in line with ISO27001 at all times.

Person/technical specification

Technical Specification:

· Previous experience working in a problem solving IT role

· Microsoft Office Suite

· Office 365

· Windows 10 and Microsoft Server

· Active Directory

· Hardware Troubleshooting and Build experience

· Knowledge of Back-up Solutions

· Must be able to demonstrate the ability to diagnose and troubleshoot IT issues

· Documentation is extremely important within this role

Personal Specification:

· Excellent customer service communication skills (both verbal and written)

· Confident when dealing with client requests

· Desire to study for technical qualifications

· Good team player

· Ideally you will have an understanding of ITIL Service Delivery and a recent certification

· Must be willing to travel to customer sites when needed