As this is a technical position candidates must have a good technical knowledge of a range of business infrastructure and networks. Must have very strong troubleshoot experience in Hard and Software technologies.
They are on key vendor Partner Advisory Council and have a direct influence over key technology trends, regularly attending councils and conferences across the globe (Microsoft, HP, VMWare, Sophos, Dell / Dell SonicWALL, Avaya to name a few).
OVERVIEW OF POSITION:
Reporting directly to the Remote Support Team Leader, this position encompasses the delivery of 2nd line remote support services for all contracted and non-contracted clients. This position requires clear communication, coordination, and time management to ensure clients' expectations and contractual obligations are maintained.
The ability to work logically and maintain control whilst under pressure and make firm decisions based on common sense and judgment in difficult situations is paramount.
This will allow delivery of a typical “2nd line” helpdesk position working at a reasonable pace and moderate level of technical difficulty. The ability to make sound decisions based on technical knowledge is also a requirement. Necessity for proven experience in these areas can be further expanded on as follows:
1. Ability to resolve typical 2nd line queries and escalations such as (but not limited to):
o Complex desktop / PC related issues
o Server or network troubleshooting
o VMWare or Hyper V
o Office 365 administration
o Good knowledge of industry on-premise infrastructure, desktop, server, datacentre, compute, storage, networking, connectivity, virtualisation, and security solutions.
o Firewalls, Email policies, Antivirus
o Good knowledge of industry cloud technology, Office 365, Azure, Private Cloud
o Ability to engage with more technical engineers convincingly.
RESPONSIBILITIES:
The priority given to all these elements is governed by the need to achieve customer satisfaction and meet performance targets. These responsibilities and duties may change in due course of business. In addition to your offer letter of employment, the following responsibilities also apply (all regional offices):
1. Delivery of 2nd line remote support services to contracted and non-contracted customers.
2. Ensuring all incidents and service requests are managed through ITSM package.
3. Ensuring all SLA obligations are met in delivery of above services.
4. Ensuring any incidents or service requests that cannot be fulfilled in a timely manner are escalated to appropriate team/s (see latest guidelines).
5. Implementation and/or fulfilment of remote service requests and installations when required.
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