Minimum of 4+ Years Experience
Ability to travel to remote locations
Responsibilities
* Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity.
* Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
* Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates
* To provide infrastructure administration functions
* Providing on-site cover as part of a shift arrangement
* Support inline with contracted business working hours
* Provide site support in remote offices when required
* Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities
* Taking ownership of issues through to resolution on all appropriate requests
* Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
* Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service
* Providing daily ticket updates to ensure users are fully updated on updates
* Move equipment associated with service requests, inline with health and safety guidelines
* Performing asset inventory activities as needed
* End user training and guidance on the use of hardware and software
* Recommends and / or performs upgrades to end user devices
* This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork
* Performs other duties as assigned
Technical Skills
* Strong technical skills in Microsoft Windows 10 & 11 (including legacy versions), Office 365, Teams, Google, Service Now and other well known applications
* Administration experience of Azune, Intune, MS Active Directory users & groups, policies and management concepts
* Effective communication in English and/or local language
* Basic known workings of LAN technologies and hardware
* Ability to support technically video conferencing equipment
Business Skills
* Ability to interact with customers so as to ensure that the service is polite, efficient and responsive service is provided
* A self-starter with ability to work on their own initiative
* To work through issues analytically to a successful conclusion
* An individual with a minimum of 4+ year’s experience
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