Information Technology Support Technician
2 days ago
Day to day duties
- Act as a first response to calls on our landline
- Work on first response tickets and escalates any complex tickets or any tickets that may exceed 20 minutes of resolution time
- Gather detailed information on the user’s ticket to assist colleagues if escalation is required or for future reference
- Work with both internal and external users to collect information, diagnose, resolve, or escalate where it is required
- Recognise trends of tickets and notifying the relevant teams when necessary
- Escalate major incidents quickly & effectively to 2nd line Technicians
- Effectively and tactfully handle urgent/sensitive tickets
- Provide administration of the email filtering solution
What are we looking for?
- Good knowledge of the Microsoft Office suite
- Understanding of networking protocols, specifically TCP/IP
- An understanding of troubleshooting Microsoft Windows operating systems, specifically Microsoft Windows 7 and 10
- Good knowledge Microsoft Exchange and Microsoft 365
- Understanding of file system permissions
- Good knowledge of Active Directory
- Troubleshooting of printers, scanners and multifunction devices
- An enhanced understanding of Microsoft Endpoint Manager, Windows Defender and Microsoft Intune
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