2nd Line Support

1 month ago


London, United Kingdom Workingmums Full time

Diagnose and resolve 2nd line assigned and escalated support tickets within target resolution times.
Diagnose and resolve NOC tickets (from the monitoring of clients' systems) within target resolution times.
Provide face-to-face technical support by attending pre-scheduled client site visits.
Regularly communicate to client end-users and their IT Officers progress towards resolution ensuring they are updated throughout the lifecycle of a ticket.
Identify recurring IT issues affecting our clients where a permanent fix is required.
Documenting useable technical and instructional guides and maintaining the IT Knowledge Management system
Always provide excellent customer service and an excellent customer experience.
Supporting, mentoring, training and developing the team of 1st Line Analysts
Keep yourself updated, and share with your colleagues, the latest technological and cyber-security advancements and changes to technologies used by our clients.
Obtain Microsoft & other related technical certifications.
Knowledge of and experience troubleshooting and supporting the following technologies:

Windows Server (On-premise and Azure)
Administration of Active Directory (On-premise and Azure), Group Policy, Office 365 and SharePoint
Microsoft Exchange platform
Virtualisation technologies (Windows Virtual Desktop, Hyper-V, Virtual Machine Manager, V-Sphere)
Cyber-security technologies and issues (Incident response, EDR, MFA, AV)
Citrix environments, both end user and core architecture (Virtual Desktops & Apps, Netscaler, Director, Studio)
Strong networking knowledge (TCP/IP, DNS, DHCP, Active Directory, RDS, Group Policy, LAN, WAN, Wireless, Switches, Routers)
Advanced skills in Windows OS, MAC OSX & Microsoft Office issues
Experience in configuring and supporting mobile devices.
The ability to configure, administer and support Windows and MAC devices (laptops, desktops etc)
Being able to demonstrate a passion and commitment to learning new technologies either by ongoing certifications or personal interest projects
UK driving license
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