Key Responsibilities:
* Provide telephone, remote and on-site support to clients as required, adhering to established SLAs, logging all activities within our ticketing system.
* Diagnose and troubleshoot complex hardware, software, cloud, and network issues to resolution.
* Perform in-depth analysis of system logs, event logs, and other data to identify root causes of issues and prevent future occurrences.
* Install and Configure computer Server, Hardware and Network systems, Software applications & Email systems
* Collaborate with vendors and third-party providers to resolve technical issues and escalate as necessary.
Essential Skills:
* Ability to deploy and provide support to those using Microsoft Office applications including 365, Windows Server & desktop operating systems
* Networking Technologies – Understanding of TCP/IP, Routing, DHCP, DNS, VPN and network security (proxy servers, firewalls); Implementing a network, cabling, configuring routers, switches etc.
* Experience in email systems: POP, IMAP, Exchange, 365
* Experience of configuring and supporting networked and local printers
* Experience in configuring anti-virus solutions; Cyber security awareness and understanding of the latest threats
• Excellent diagnostic and problem-solving skills
* Strong communication skills both written and verbal, with ability to provide step-by-step technical help to all levels of users
* Organisational and time-management skills
* Ability to work independently and as part of a team
* UK Driving licence (visits to client sites are an essential part of the role).
Advantageous but non-essential skills:
* Understanding of VOIP telephony systems
* Experience with Microsoft Azure cloud computing platform
* Experience with Domains, DNS and SSL management
* Virtualisation experience in VMWare, HyperV
* Experience of supporting Accounting packages such as Pegasus Opera, Sage, QuickBooks, Xero
* Experience of configuring & supporting Microsoft SQL Server