Job Overview To provide technical knowledge and experience to resolve Service Desk incidents and requests; and act as 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 3 rd parties 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.