Job Description

 

To provide 3rd line Technical support to end users in accordance with the achievement of all applicable Service Levels, Customer Satisfaction scores, and KPI's whilst being an active escalation point for 1st and 2nd line engineers.

Required Knowledge, Skills, and Abilities

Extensive experience of working in Service desk environments - 1st - 3rd line, using an ITIL service desk ticketing systems. Support and administration of Microsoft Windows 2012, including Active Directory administration and Group Policy management, systems imaging and deployment. Experience of troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, routing and vLANs Support and administration of virtualised environments and VDI - Citrix Xendesktop Experience of supporting productivity suites: Microsoft Exchange Online and Microsoft Office 365. Extensive experience in support and administration of VOIP systems. Support, administration and management of Microsoft SCCM. Good Knowledge of backup systems Remote access tools knowledge MSCE or higher