Job Description

What will you do?

Provide technical support for escalated Incidents by ESP engineers to successfully resolve incidents and tickets.



Receive, scope and accurately log, then process each customer ticket and, following known and agreed processes, carry out fault diagnosis, call vetting and advanced technical support to provide ticket resolution.



For each customer ticket, verify the correct priority and SLA (and category where required) and ensure that the full detailed description of the issue is accurate.



Own all assigned tickets and ensure the customer or user is kept fully updated throughout its lifecycle.



Utilise and update available Knowledge Bases to maximise the speed of resolution and improve customer satisfaction, ensuring that all documents are the latest revision and all Analysts are aware of their existence, including all processes and known workarounds.


Escalate hardware faults that are not repairable onsite to the relevant vendor.


Pro-actively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, following defined operating procedures and within agreed contractual services levels.



Ensure that all activities, including any chases or follow ups are added to call management toolsets or any relevant customer databases to enable continuous support from ESP's Global Service Desks.



Proactively carry out call management in a priority order, with the goal of reducing tickets that are in jeopardy of breaching contractual obligations as well as managing customer expectations to reduce escalations in line with operating procedures where required.



Train, develop and provide on-the-job coaching to all members of ESPs Global Service Desks.



Maintain a high level of customer service always to provide an excellent customer experience.



Meet all Global Service Desk standards and agreed response times, ensuring that follow up information from telephone calls and emails is logged and added to the correct service ticket.



Ensure that all telephony and email service levels are met and undertake all 1st Line Support Analyst responsibilities if required.

What will you bring to ESP?

At least 3 years' experience in a technical resolving role, preferably as a Technical Service Desk Analyst or Desktop / 2nd Line Engineer for role holder to perform fully and effectively in the job



ITIL Foundation desirable.


CompTIA A+ and/or MCP accreditation or equivalent job experience



CompTIA N+ and / or Server+ accreditation or equivalent job experience



Microsoft Office Specialist Certification or equivalent job experience



Advanced knowledge of remote support toolsets.



Expert knowledge of call management systems, preferably ServiceNow.



Self-motivated with a willingness to learn and adapt to any new change or situation.



Ability to digest data quickly, analyse issues, devise and execute action plans as appropriate.



Detailed, methodical and logical in their approach to problem solving



Very good verbal and written communication skills



Excellent inter-personal skills; ability to communicate with customers at all levels



Must be eligible to travel to US for Initial onboarding training

If you are....

Motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the environmental and technical variety of end user environments we should connect and explore.

What we will offer:

Personal & Professional Development

Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives -- whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

Salary:

We offer a competitive range based upon suitability or experience.

Benefits:

PTO time

Perkbox discounts

Who are we:

ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that's manages over 1,000 tickets a day for more than 200 customers.



Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.



We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.



Our vision and ethos have stood the test of time and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together.




ESP Global Services is an Equal Opportunity employer!

About the Job:

As a 2nd Line Support Analyst, you will be the responsible for providing 2nd line fault diagnosis, call vetting and advanced technical support to the ESP Hub and dispatch engineers, to successfully resolve escalated incidents in addition to identifying vendor hardware repairs.