Responsibilities
  • To provide 1st, and 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service at all times
  • To ensure that all SLA’s are met
  • To work effectively and productively with 3rd line support
  • To take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or in-person
  • To document all calls on the call logging system following ITIL procedures
  • To maintain user security on all systems
  • Supporting users in the use of IT and communications equipment by providing necessary training and advice
  • To arrange for external support visit whenever problems cannot be resolved in house
     
Requirements
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 / Windows 10 and MS Server 2012 / 2016 / 2019
  • Fundamental Networking Experience (LAN, Wi-Fi)
  • Knowledge of Active Directory (AD)
  • Knowledge of Office 365 User management
  • Experience troubleshooting MS Office
  • Good understanding of PC hardware and software set-up and configuration

Skills
  • Excellent communication skills
  • Ability to work alone and as part of a team
  • Can-do, enthusiastic approach to work, with a genuine eagerness to learn new skills