Hays Specialist Recruitment Looking for IT Service Escalations Engineer at Stockport, Cheshire Full Time

Quadris provides IT Managed Services and IT infrastructure solutions to customers across the UK, Europe and APAC regions. Customers include both private corporations and government organisations, predominantly in the healthcare sector. Our IT infrastructure solutions primarily focus on the Dell product range, Cisco networking, Citrix, Microsoft and our own Quadris Cloud platform.
The key purpose of the role is to support delivery of expert level service to our Customers. You will take ownership of escalated tickets, both service requests and incidents, employing clear customer communication and delivering exceptional levels of service through managing customer expectations, and progressing them through to a successful and timely resolution, utilising your technical knowledge and also by liaising with the wider technical team. You will thrive on sharing knowledge with our Service Desk Technicians and enabling their development to reduce the number of lower level escalations.

This is a Full time position working Monday-Friday, 37.5 hours per week, on a variety of shift patterns between our core hours of 7am-6pm. There is also a requirement to work flexibly outside these core hours when required which may involve evenings and/or weekends.

The successful Service Escalations Engineer will be given the opportunity to:-

• Deliver exceptional customer service, first time, every time
• Handle escalated technology issues and alerts from our customers that come via our Service Desk Team
• Troubleshoot IT issues, with particular demonstrable knowledge in correctly identifying network related problems; solve effectively from owning the escalated request, diagnosis, further escalation where required and following up to closure
• Escalating incidents and requests where support from more senior technical staff is required
• Identifying where Change Management is required and ensuring processes are followed compliantly in consultation with appropriate stakeholders
• Prioritising and managing workload to ensure contractual SLAs are met.
• Delivery against job specific Key Result Areas (KRA’s)
• Monitoring and fixing alerts from our alerts system, escalating effectively to our more senior teams when necessary
• Monitoring and investigating SOC alerts from our SIEM systems.
• Being flexible to provide cover and support for the Service Desk if required
• Deliver technical training

If you possess a combination of some of the following skills, then LETS TALK!

• Passion for IT with extended knowledge of network, server and Firewall related issues
• Correctly identifying network issues versus non-network issues
• Ability to investigate packet loss and Server Traffic
• Experience working with Fortigate Firewalls & Other Firewalls
• Creating rules and Troubleshooting logs
• OSPF Routing experience
• Simple Network Management Protocol
• Knowledge of Servers and Citrix and/or VMWare integration
• Experience working in a support desk environment
• Technology -Windows Server R2, Windows 10, Office, DNS/DHCP, Networking basics inc. LAN/WAN, Firewall rules troubleshooting, routing knowledge, Active Directory, VMWare, Citrix, Office 365, back-up technologies knowledge, virtual desktops
• Hardware installation/configuration; printers, laptops, networked phones, mobiles etc

In return, you will be rewarded with ongoing career development and training working alongside industry leaders.

What you need to do now
If you’re interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or call us now.

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