Aim of the role: Provide technical support to end-users at customer sites Department: Service Desk Reporting to: IT Operations Manager / Service Team Lead Salary: Based on experience and skill set Job Objective: To provide reactive and proactive technical support to end-users in line with the Team Metalogic service standards, ensuring first-fix wherever possible and maximum levels of customer satisfaction through service delivery excellence. To help and aid Service Engineers with ticket escalations and help aid their technical progression with help and guidance on technical issues. To contribute to the business being a technical innovator, achieving mastery of their role, taking ownership and accountability for all that is delivered. Summary of the persons that the employee will work with: Service Desk Engineers Service Desk Team Lead IT Services Manager Projects Team (Project Handover To Service Desk) Skills and Competencies: Strong working knowledge of both Microsoft and Apple based operating systems. Strong working knowledge of Microsoft Office applications with an emphasis on the Office 365 product suite. Working knowledge of Windows Server administration and associated core roles including but not limited to Active Directory, Group Policy, DNS,DHCP, RDS & RemoteApp Deployment. Working knowledge of supporting and administering Microsoft Office 365 tenant accounts. A strong understanding of Microsoft Cloud Based Deployments (Azure Virtualization, Endpoint Manager, Virtual Networking) A strong technical understanding and ability to troubleshoot IT networks and associated infrastructure. An understanding of WAN connectivity technologies such as ADSL, VDSL, Ethernet. Familiar with business grade firewalls with emphasis on routing, port forwarding and NAT based policies (Palo Alto and Sonicwall Devices) PSA/RMM Tools (Autotask, Continuum, IT Glue) Full UK drivers’ licence Experience of working in a similar role Excellent Customer Service & Engagement levels Key Tasks: Duties shall include but not be limited to the following: To be the direct escalations point for lower service desk staff members, providing immediate technical support and resolution where possible To ensure that all incoming technical enquiries and escalations are correctly and accurately logged within internal call-logging and ticketing systems. To install/configure software remotely to end-user workstations, Virtual Servers for application deployment and physical servers where required To support and troubleshoot client application and line-of-business software, liaising with third-party vendors where appropriate. Configure and troubleshoot Virtual Servers and application deployment via Remote App Deployment Services. Work with network related issues covering VOIP, Firewall. Switching and Routing and have a strong understanding of VLAN’s To setup, configure and troubleshoot VPN’s for end-users. To assist end-users with connectivity issues (WLAN, LAN, etc) To identify, log and react to (or escalate where appropriate) monitoring alerts generated from across the customer estate regarding SNMP related tickets regarding our customers networks. To administer cloud-based SPAM filtering solutions including whitelisting, blacklisting, quarantine release, etc. To understand DNS to a high level, both external and internal DNS related issues. To administer client security software such as anti-virus, web filtering, etc. To support VOIP telephony systems and handsets To support and remediate end-user errors including but not limited to lost files, settings, customisations, etc. To carry out preventative maintenance across the client estate. To work as part of a team to provide a high-quality support service appropriate to the needs of all end-user companies and their employees. To maintain the highest degree of customer service for all support queries and adhere to all service management principles and processes. To take ownership of end-user technical issues and be pro-active when dealing with day-to-day technical requests. To carry out daily client systems checks, reporting to the relevant support personnel where necessary. To maintain a consistent and thorough level of documentation across both service delivery and client configuration documents. To keep up to date with advances and practices in key technical areas as aided by the company continued professional development (CPD) programme and individual training plans. Key Performance Indicators: List of Specific, Measurable, Achievable, Realistic & Timely Targets (SMART): Average customer satisfaction score of > 85% (4.25/5.00) Re-opened tickets Tickets worked as a proportionately equal percentage of immediate team capacity If you are interested in this role, please submit your CV and cover letter to us for review. We do receive a lot of interest in our roles, therefore regret that we can not respond to all CV submissions. Should you be invited in for an interview we will then be able to offer feedback post interview. Team Metalogic have the right to withdraw this job advert at any time.