Performance Profile: Responsibilities: Provide technical support in person, over the telephone and via remote support software in relation to desktop and software issues, ensuring users receive a prompt and responsive service whilst making sure all stakeholders are kept fully up to date with their tickets. Troubleshooting, diagnosing, and resolving hardware, software, and other system problems. Basic network troubleshooting. Installation of software in a Microsoft environment. Conduct technical scopes when required. Ensure Service Desk tickets are dealt with in line with the relevant SLAs and KPIs. Ensure security “Best Practise” is adhered to. Delivering support and technical expertise to end users face to face. Investigate problems, according to impact, through to resolution or error identification. Assist Project Manager or Team Leaders on key projects. Part of a client on-site floorwalking rota. Be available to travel to Westlake’s Office when required and possibly at short notice. Key Outcomes: Avoira brand to become more established in the marketplace. Exceed customer expectations. Understands and can articulate Avoira's approach to IT Support. Skills & Experience: Essential: Excellent communication skills via face to face, telephone and email. Ability to quickly learn new or unfamiliar technology and products. Good all-round troubleshooting, fault finding and problem-solving capabilities. Have knowledge of cybersecurity best practices. Good understanding of router configuration / installation. Good level of commercial awareness. Minimum 3 years’ experience working in an IT Support role. Experience in supporting Office 365 applications. Dependable and flexible when necessary. An understanding of Microsoft Server and Desktop technologies. Practical knowledge of Active Directory, DHCP and DNS. Installing software on the Microsoft platform. Knowledge of LAN and wireless networks. Hold SC clearance or be willing to be put through SC clearance. Desirable: Experience of working for an IT Managed Service Provider Experience of Microsoft Azure. Experience of Backup solutions. Experience of virtualisation (virtual servers/desktops etc.)