IT Technician 24/7 Shift

3 weeks ago

London, United Kingdom Exponential-e Full time

**Shifts will include - 2 days (7am - 7pm), followed by 2 nights (7pm - 7am), followed by 4 days off**

**Overall Purpose of the Job**:

- Provide 1st line helpdesk support to Exponential-e customers
- Primarily responsible for managing and owning support tickets and driving customer issues through to resolution

**Key responsibilities for this job**:

- First line support handling customer enquiries and support issues using our ticketing system
- Proactive monitoring of alarms and traps for our customers via our monitoring tools
- Respond to support calls as assigned within Service Level Agreements; ensuring calls are quickly and accurately logged, closed and analysed to prevent future occurrences, and that call resolution priorities are met
- Escalation of faults/outages in accordance with Exponential-e procedures
- Maintain an understanding of the internal escalation process
- Troubleshooting customer technical faults and working with external vendors and service providers to achieve fault resolution
- Maintain professional working relationships with customers, suppliers and work colleagues
- Any other fair and reasonable task or duty assigned to you by your Manager, or other senior Exponential-e Ltd staff member

**Knowledge and experience required**:

- Ability to provide a customer focused service to committed Service levels
- Ability to work under own initiative, manage own time, and work to deadlines
- Strong interpersonal and communication skills, particularly customer facing techniques and listening abilities
- Proven ability to identify and resolve challenging technical problems
- Sound judgement with demonstrable understanding of when and how to escalate issues
- Ability to work with mínimal supervision and manage a heavy workload
- Working knowledge of how to configure and maintain of Active Directory Services, MS Exchange, Office 365
- Experience with virtual server administration and support using VMWare or Hyper -V
- Understanding of network fundamentals (Security/DHCP/DNS)
- Understanding and appreciation of ITIL Frameworks

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