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.