Job Overview

To provide technical knowledge and experience to resolve Service Desk incidents and requests; and act as an escalation point for junior members of the team. Working in a fast-paced, dynamic environment supporting a multitude of client and internal systems and applications, on-premise, in QuoStar’s cloud environment and within public cloud services.

Key responsibilities

  • Communicate with clients, end-users and 3rdparties via telephone, e-mail and remote support tools to resolve Incidents, service requests and provide regular updates.
  • Work as a team with other members of the engineering teams to resolve client issues and take full ownership of any tickets that are escalated to you.
  • Partake in an out of hours emergency support rota.
  • Utilise QuoStar’s internal Service Desk systems and any other tools required to complete your role.
  • Undertake any training required by QuoStar.
  • Complete full documentation of client and internal systems to the required standard.
  • Follow policies and procedures to comply with QuoStar’s ISO20000 and ISO27001 accreditation.
  • Management of your own time and resolution of service requests within SLA.
  • Complete additional research when required when faced with unfamiliar technologies to resolve client issues in a timely manner.
  • Strive for continuous improvement in everything you do.
  • Desire to learn and improve your technical knowledge of QuoStar’s catalogue of preferred technical solutions.
  • Share your knowledge, experience and work ethic with other members of the QuoStar teams to aid their own development and exceed QuoStar standards.
  • To become involved in other tasks/duties as required

Essential experience, skills and qualifications

  • Minimum of 2 years proven experience working in a 2nd line position
  • Full UK Driving License
  • Experience of working for a Managed Service Provider
  • Thorough knowledge of current IT technology including (but not limited to):
  • Windows Server 2003 – 2019
  • Windows Desktop OS
  • Microsoft Active Directory
  • DNS
  • Azure fundamentals
  • Microsoft Exchange
  • Microsoft Office 365 (including intune)
  • Server Virtualisation (HyperV, VMware, Azure)
  • LAN/WAN/VPN (routers, switches, firewall)
  • Citrix/RDS/WVD
  • Backup technologies (experience of using Veeam is desirable)

Desirable experience, skills and qualifications

  • VMware/Hyper-V
  • Azure Administration
  • Microsoft Certified

This role is suitable for someone who…

  • Is driven, flexible, with a can-do attitude.
  • Has a passion for technology and delivering outstanding customer service, taking the lead where necessary and sharing your technical knowledge
  • Is a determined and resourceful individual, you will enjoy problem-solving and be able to think on your feet and find a solution, even when dealing with unfamiliar technologies.

 

  • Team: Service Desk
  • Reports To: Service Desk Team Leader
  • Working Hours: 40 hours per week
  • Contract Type: Permanent
  • Salary: £25,000 – £30,000 DOE
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