Express Recruitment are proud to be working on behalf of a rapidly growing Derbyshire-based IT Managed Service Provider, who due to continued success and ongoing expansion, are currently seeking a technically astute and customer focused IT Escalations Engineer to join their growing escalations department.  

In return, the successful candidate can expect to receive a competitive salary of up to c£34,000, plus additional employee benefits including EV car salary sacrifice scheme, access to employee discount platform, 28 days holiday (inc stats) which increases with length of tenure plus exciting opportunities for further career progression and advancement. 

Roles & Responsibilities

• Provide comprehensive 2nd and/or 3rd line technical support to customers (both remotely and face-to-face), including occasionally travelling to different sites across Derbyshire/Nottinghamshire 
• Acting as primary escalation point of contact for customers 
• Identify repeat technical issues and share ideas with the Escalations Team Leader to provide long term solutions 
• Perform in depth root cause analysis across a wide range of systems, servers and networks  
• Maintain communication with customers throughout full escalation lifecycle from initial contact through to resolution of issue 
• Provide frequent feedback and updates to customers regarding their issues and requests 
• Providing remote support using a mixture of RMM tools  
• Record all actions, communications, and updates on the internal ticketing system – supporting tickets throughout their lifecycle 

Skills & Experience 

• Full proficiency in 2nd or 3rd line IT support  
• Knowledge of standard tools such as Active Directory, Azure AD and further Office 365 applications beneficial 
• Solid understanding of networking infrastructure and virtualisation tools 
• External certifications such as CompTIA/ITIL desirable  
• Excellent and professional customer service skills, with an excellent communication and listening skills 
• Ability to prioritise and organise workloads in terms of most to least critical  
• Confident dealing personally with customers and building long lasting, professional relationships  
• Previous experience within MSP environment desired but not essential   
• Full UK driving licence essential  

About Express Recruitment

Express Recruitment has been offering exceptional recruitment solutions across the East Midlands since 1987, “exceeding expectations every time” of over 267,000 candidates.

We supply a diverse range of sectors including Engineering, Technology, Professional Services, Languages, Sales & Marketing, Call Centres, Commercial, Manufacturing, Local Authority, NHS, Education and Voluntary organisations. Find all of our current vacancies on: https://bit.ly/3IaEnI7

Not quite found the right role for you yet? Let us do the scrolling for you! Your search for a new role has never been so easy, just fill in our contact form on https://bit.ly/3NHa9NR or give us a call on 0115 924 0010 and we will do the rest for you.

Vacancy Summary

Hours: Monday-Friday 

Salary: c£34,000 per annum D.O.E 

Location: Derby, Derbyshire 

Job Type: Permanent, Full Time 

Unfortunately, we are unable to contact all candidates due to the large volume of applications we receive. If you have not heard from a consultant within the next three days, please assume that you have not been successful on this occasion. Please do not hesitate to apply for other suitable roles in the future.

This vacancy is being advertised on behalf of Express Recruitment Ltd. The services advertised by Express Recruitment Ltd. are those of an Employment Agency.