Job Description

• To assist in ensuring all our systems are fully functional.
• Providing support for 30+ offices and approximately 1000 staff.
• Working from logged tickets on our Service Desk system to provide remote support to resolve user issues and working on major projects and deployments.
• Respond to escalated incidents
• Troubleshooting & fault diagnosis
• Investigate, isolate & resolve complex issues
• Root cause analysis
• Maintain SLA & KPI objectives

Required Knowledge, Skills, and Abilities

We are looking for someone with at least 5 years’ experience in Technical customer services. Able to work as part of a team but also equally happy to be in the field on their own. Ideal candidate will have experience with some of the following systems:

• Exchange, O365, M365.
• Microsoft Windows server to version 2019.
• Virtualisation - Citrix, Xenapp, VMware, vSphere, HyperV
• Windows desktops up to version 10. SCCM or other deployment tools.
• Remote access tools, such as Bomgar/ScreenConnect etc.
• Helpdesk ticketing systems.
• IP telephony, Mitel / Cisco.
• A good understanding of wide area networks, routers, switches, WiFi access points etc.