Purpose of the role
To provide technical knowledge and experience to resolve Service Desk incidents and requests tickets. Working in a fast-paced, dynamic environment supporting a multitude of client and internal systems and applications, on premise, in our cloud environment and within public cloud services.
Responsibilities:
* Communicate with clients, end users and 3rd parties via telephone, e-mail and remote support tools to resolve Incidents, service requests and provide regular updates.
* Work as a team with other members of the Service Desk support team to resolve client issues and take full ownership of Service Desk tickets that are escalated to you.
* Partake in an out of hours emergency support rota.
* Utilise our internal Service Desk systems and any other tools required to complete your role.
* Undertake any training required by us.
* Complete full documentation of client and internal systems to the required standard.
* Follow policies and procedures to comply with our ISO20000 and ISO27001 accreditation.
* Management of your own time and resolution of service requests within SLA.
* Complete additional research when required when faced with unfamiliar technologies to resolve client issues in a timely manner.
* Strive for continuous improvement in everything you do.
* Desire to learn and improve your technical knowledge of our catalogue of preferred technical solutions.
* Share your knowledge, experience and work ethic with other members of the teams to aid their own development and exceed our standards.
* To become involved in other tasks/duties as required
Essential experience, skills and qualifications
* At least 3 years experience working in a 2nd line technical support role within an MSP environment, providing support to server infrastructure, end users and line of business applications
* Windows Server Support, Maintenance and Administration, including:
* Active Directory
* GPO Management
* DNS/DHCP
* Advanced Windows 10/11 Support and Maintenance
* Citrix MCS Support/Admin
* Enterprise Mobility + Security (InTune)
* General diagnostic and troubleshooting skills
* M365 Support and Administration
* Virtualisation technologies
* Excellent documentation skills
* General network troubleshooting, including:
* LAN
* WAN
* Wireless
* Firewalling
* IT degree or equivalent
* Clean UK Driving license and own car
Desirable experience, skills and qualifications
* Zero Trust Networking
* OS and Application deployment
* Valid Microsoft Server MCP/MCSA certification
* Valid Office 365 MCP/MCSA
* Azure Administration