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