Responsibilities
  • Initial troubleshooting and diagnosis of all issues to resolution or escalation to the appropriate SME’s.
  • Log and manage a backlog of issues funnelled via ticketing system, email and phone calls.
  • Analyse, upgrade, troubleshoot, maintain, and repair computer systems, phone systems, software and peripherals for effective operation.
  • Monitor networked sites, backups and all critical systems using monitoring tools
  • Root cause analysis of business impacting outages including network (WAN/LAN), phone system, Exchange and line of business applications.
  • Provides clear communication to the user community about problem resolution, system outages, and planned events
  • Asset management of workstation and mobile devices.
  • Liaise with other IT teams across multiple time zones and act as smart hands for any onsite works
  • Project work including system rollouts/adoption, relocations, integrations which will require the ability to travel
Requirements
  • Windows (7 & 10), Mac OS and iOS deployments and administration experience
  • Work experience of supporting various hardware including workstations, printers, servers, network devices and mobile devices.
  • Network troubleshooting skills and experience in relation to LAN, WAN, MPLS, DSL, ICMP up to 2nd line level and beyond
  • Telephony system administration experience (PSTN, ISDN, Cisco CUCM, Amazon Connect, call flows, hunt groups)
  • File system access (AD groups and NTFS) experience and knowledge
  • Microsoft AD, InTune, Exchange, O365 and Hyper-V experience and knowledge
Skills
  • Excellent oral and written communication skills in English.