Senior Escalation Technician

Talentvine Ltd
£35K Per Annum
03 Dec 2017
08 Dec 2017
Contract Type
Full Time

An excellent opportunity has arisen for a Senior Escalation Technician to join a well-established IT and Technology company based in Shoreham-by-Sea. In return, we offer a competitive salary of £35K per annum plus 28 days holiday including bank holidays, auto enrolment pension and private healthcare scheme after 2 years of service.

The Senior Escalation Technician will be responsible for:

  • Escalated and protracted incidents on the Service Desk
  • Taking ownership, analysing and dealing with escalated incidents that others have been unable to solve
  • Drawing on expert level skills and troubleshooting to quickly and permanently resolve protracted issues
  • Giving direction and guidance to other members of the team to improve the skill levels
  • Working closely with the Technical Manager and Team Lead to identify improvements in support processes, solutions and technical knowledge
  • Creation and maintenance of IT infrastructure processes
  • Ensuring issues identified are resolved and lessons learned are documented for continual process improvement.

The successful Senior Escalation Technician must have the following knowledge, skills and experience:

  • Experience of working for a computer dealer/reseller
  • Windows 2008-2016 server, Small Business Server 2011 would be beneficial
  • Remote Desktop Server installation, management and troubleshooting
  • Virtualised environments (VMware, Hyper-V)
  • VoIP solutions, 3CX would be ideal
  • Advanced networking, routing and enterprise firewalls
  • 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
  • A willingness to learn and co-operate as part of a team
  • Confidence working in a busy and often hectic environment
  • Excellent telephone manner along with friendly customer service skills
  • Attention to detail, commercial awareness and a logical approach to problem solving
  • Good communication, literacy and organisational skills

Applicant just be flexible to work a variable shift of 08:00-16:30, 09:00-17:30 or 09:30-18:00 as part of a 24/7 on call rota.

This position is predominately an office based role but also may require on-site attendance as well when issues are unable to be solved remotely. A full UK driving licence is required.

Please apply online to be considered for the Senior Escalation Technician role.

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