Service Desk Engineer x 3 - Fix on First Contact required for one of the UK's fastest-growing MSPs
Service Desk Engineer - Fix on First Contact
Location: Poole office - some home based working
Please note that we have a shift rota that covers evenings and weekends. If successful you will be expected to complete one evening shift and one weekend shift every five weeks.
Nasstar is a managed service specialist. We deliver an integrated suite of services from cloud computing to networking and communication solutions to provide businesses with greater flexibility and efficiencies.
Nasstar is the business and technology partner that delivers IT without drama.
We stop IT from ever becoming a problem. We manage and protect your systems. We support your employees and help service your customers. And we identify opportunities to help migrate your applications and infrastructure into multi-cloud environments, keeping your costs down and your productivity up.
And we do it without you even noticing us. Leaving you free to get back to what you do best – driving business value.
With Nasstar, your IT just works.
Details of our businesses and our outstanding achievements so far can be found on our websites:-
About the Role:
To provide first & second line professional technical support for Nasstar’s Managed Service customers with the aim to fix all incidents passed to them from 1st line. This will be achieved by effective troubleshooting and diagnosis of more complex incidents which cannot be resolved by 1st Line.
You will be required to progress all support incidents in line with the customers SLA ensuring a first response target of 98% is achieved, to achieve this target you will need to be agile in managing your tickets constantly re-evaluating priorities.
You will also be required to perform a variety of proactive tasks which will help maximise customers uptime, perform root cause analysis and prevent reoccurring issues. Tasks will include, resolving more complex monitoring alerts, deploying the latest security updates, systems maintenance and upgrading customer systems. The successful candidate will be a target orientated individual and an excellent communicator with the ability to build strong relationships
Main Responsibilities will include:
Ticket Management – Responsible for ownership and resolution of customer incident tickets which will include extensive end-user direct communication via live agent web chat, e-mail, and phone.
Queue Ownership – Being responsible for tickets that are assigned to yourself. You must ensure that internal KPI’s are achieved such as SLA targets and key that tickets are progressed in line with SOP.
Formation Tactics – During a shift you are expected to adhere to deskside formation tactics, these benefit the customer as we ensure that the right levels of agents / engineer are available to manage inbound incidents, calls, and other ticket activity.
Process Compliance - Ensuring adherence to the current service operations processes and work procedures. Embrace continual change and process improvement necessary to improve and maximise the effectiveness of the Service Desk.
Customer Management – Making sure you are always building rapport with the customer and strengthening the relationship Nasstar has with its customers builds trust and confidence.
KPI Management & Success - You will ensure that all KPI's are met and that you are striving for high standards being delivered be that an internal or customer-facing KPI.
Communication - Proactively update the customer through to closure of the ticket. You must be able to express ideas and information clearly and concisely.
Planning & Organization - Is well organized and able to multitask effectively.
Escalation/Ownership - Any ticket you are unable to resolve ensure escalation to next tier in line with SOP/P1 Process.
Personal Motivation - Demonstrates a passion for the customer and for delivering service excellence.
What we’d like from you:
To deliver the best for our customers, the people in Team Nasstar also need to be the best. Therefore, we look for colleagues who demonstrate dedication and passion to a shared goal, who work well with others and who genuinely love what they do. A willingness to learn and quickly adapt is a must, as well as the drive to succeed.
Other qualities specific to this role include having a basic working knowledge of all areas and basic knowledge of some of the following:
- Networking Routing/Switching
- Network Load balancers - Netscaler/F5
- Network Wireless
- Server Hardware
- VMware vSphere
- MS Windows Server Hyper-V
- Storage - SAN/NAS
- Active Directory
- Exchange / O365 Exchange
- Lync \ Skype for Business
- Sharepoint Admin
- Antivirus Admin
- Citrix Xenapp / desktop
- Backup Admin - Veeam/Others
- Security/Ethical Hacking
If you think you have what it takes to become part of Team Nasstar, then don’t hesitate to apply now!
Other qualities specific to this role include:
- Ability to work in a support environment that involves structured processes and timelines
- Ability to work under pressure and respond in a professional manner in a highly visible customer service environment
- Excellent English written and verbal communication skills
- Exceptional continuous time management and planning skills
- Working experience in Customer Service Support environment essential
- At least 1 year working experience in the technology environment
- Promote openness and transparency to create and maintain an environment of trust. Encourages challenge and feedback
- Promote fairness and equality in the workplace and maintains high standards both personally and in others.
- Support colleagues in their work to the best of their abilities, skills, knowledge and experience.
If you meet these criteria and also possess a strategic, analytical mind, we’d like to hear from you.
What you can expect from us in return
At Nasstar, we think it’s important to look after our employees. In addition to a competitive salary, supportive teams and real chance to progress your career, we offer a range of benefits which include:
Holiday: 25 days’ holiday, plus bank holidays, 1 additional day of Birthday leave
Medical Insurance Enrolment: Will take place after probation is passed
Top tech: We don’t just keep our services and solutions for our customers. That means best-of-breed software and hardware for all our staff
Office Location & Environment: Working in a modern new office with good facilities in the immediate location
Why choose a career with Nasstar?
Nasstar recognises the importance in creating an environment that supports personal development to enable individuals to reach their full potential. With so many varied roles across the company, an excellent Apprenticeship Scheme, and various training and development programmes available, at Nasstar the opportunities for growth are endless.