Purpose of job: To work within an expanding team supporting a state of the art technical infrastructure used for the delivery of managed solutions to our client base.
Responsibilities:
- Actively managing a list of calls escalated from our 1st line team, including regularly updating calls, investigative work and keeping customers up to date. Taking calls from customers and logging the call in accordance with company guidelines.
- Performing maintenance and technical tasks as required such as computer and laptop builds and diagnosis of problems. Performing testing & investigative work as necessary.
- Working as part of a large team to meet targets and maintain service level agreements.
- Completing customer onsite support duties whilst on the day shift as required. Willingness and flexibility to attend customer sites up and down the country, this may include travel and overnight stays.
- To liaise with and maintain a good working relationship with third party vendors to ensure the needs of the customer are met.
Required skills: The ideal candidate should be able to demonstrate a sound education at a good standard. They should be self-motivated, attentive to detail and have an obsession with providing a high level of service and customer satisfaction. He or she should be hard working, able to work under pressure, be open to new ideas and able to communicate effectively at all levels. He or she should be able to work in a most demanding environment The right candidate should have a skill set which comprises of the following experience:
- Windows 2003/2008/2012 Server administration and basic configuration and troubleshooting. Windows 7/8 desktop support experience.
- Active Directory administration and configuration including Group Policy.
- The remote support of users in a Citrix environment. -
Remote troubleshooting of hardware issues and operating system level problems in a Windows environment. Knowledge of network and router/firewall remote troubleshooting and configuration. Knowledge of networking to include TCP/IP, DNS and DHCP.
- Microsoft Exchange 2010 administration and configuration. Good knowledge of supporting and troubleshooting Microsoft Office 2007, 2010 and 2013.
- Mobile device remote support, in particular Microsoft Exchange ActiveSync connectivity.
- Relevant support experience in an ITIL based service desk environment.
- Working knowledge of Barracuda firewall products, spam filtering technologies and Microsoft SharePoint would be advantageous.