Service Desk Technician
3 days ago
Our client is a growing IT managed service provider (MSP) who support over 300 clients with their IT & Telecoms services, along with providing guidance, consultancy and IT project support.
They have a great opportunity for the right individual to join their growing IT support team as a 2nd Line support technician with an opportunity for career progression. They provide access to regular Vendor training and certification both online and in person.
Reporting to their IT Support Manager, you will be working with the technical team in delivering excellent IT support and service to their clients, helping to ensure both individual and team SLAs are met.
Overall Objectives:
This role comprises the following key objectives:
- Respond to customer calls and tickets on a daily basis, resolving them within SLA and keeping the customer updated at all times.
- Present the company professionally at all times, ensuring our customers experience is always a positive one
Day to day Objectives:
- Respond to all assigned customer tickets within SLA, make and receive calls to customers, update the necessary internal CRM/ticket system and supplier systems where necessary
- Keep customers informed on progress of tickets
- Deal with tickets escalated from 1st Line
- Escalate business critical issues
- Contact suppliers where necessary to escalate issues, and update internal system with supplier responses
- Where necessary, order/provision/configure new services for customers
- Ensure all IT support customers are fully monitored at all times
- Arrange and take ownership of customer projects where appropriate
- Maintain a good understanding at all times of product set, and take ownership of improving knowledge
Essential Skills
- Strong knowledge of support and troubleshooting for Windows Server 2012/16/19 including:
- Active Directory
- Group Policy
- Domains
- File / Print service
- DNS
- Strong knowledge of support and troubleshooting for Networks including:
- VLANs
- VPNs
- Switches/Firewalls
- Routers
- Connectivity – FTTC/FTTP/Leased Lines
- Windows desktop troubleshooting skills (Windows 7/8/10/11)
- Microsoft 365 configuration, installation, and support
- Sharepoint management
- Exchange (M365) administration
- Experience of working with a service desk ticketing/RMM system
- Network
- Strong knowledge of support and troubleshooting 3rd party applications including:
- Backup
- AV/Security
- Email Security
Desirable Skills
- Hyper-V / Virtualisation
- Physical to cloud server migration
- Knowledge of support and troubleshooting VoIP solutions
- Understanding of Mobile Networks
The right candidate will have a positive attitude, attention to detail and the ability to work under varying levels of workload as the service desk can be unpredictable. Consistently able to work to agreed deadlines, be methodical & organised and have excellent time management.
The standard working hours are Monday - Friday, 08:30 - 17:30, based primarily in their office near Reading. You will also be required to work/travel to client sites and so a Full Driving License is essential.
Occasional overtime is available and offered on a voluntary basis
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