1st Line Support

2 months ago

Leeds, United Kingdom Fruition IT Full time

Job DescriptionKey responsibilities
- Achieve 100% KPI
- Respond to all new assigned tickets within 30 min
- Provide response to all open tickets every 24 hours
- Provide responsive support to all customer enquiries and incidents
- Take ownership of incidents and ensure customer communication is clear and consistent through the ticket life-cycle
- Manage your own ticket queue, providing a positive support experience for customers
- Carry out daily checks to backups and client infrastructure alerts
- To produce and maintain full client documentation, ensuring all changes and amendments are accurately recorded
- Provide on-site support to customers when necessary

Require skills:

- Azure experience including but not limited to
- Management of Virtual Machines and Azure Virtual Desktop
- Azure based networking, Virtual Network (VNet), Virtual WAN, ExpressRoute
- Microsoft 365 Systems
- SharePoint management and administration
- Office Apps
- Exchange Management
- Teams Management
- 365 based product licensing
- Active Directory

***

**Desired skills**:

- Good knowledge of Networking principles including TCP/IP, DHCP, DNS, VLAN setup and management.
- Working knowledge of Hyper visor technologies such as ESXi and Hyper-V including clustered host environments.
- Firewall Management and Maintenance
- Firewall Rules
- Filtering Policies
- Interface management & Load balancing
- VPN

***

**Personal Requirements**
- A clear focus on high quality work, with the interests of the customer at the centre of all you do.
- Proven experience of end-to-end delivery of Projects & Technical Solutions.
- Excellent communication skills for dealing with diverse range of customers
- Keen for new experience and to grow skill sets, a genuine passion for IT
- Strong time management skills; demonstrably both in the delivery of projects and in managing your own workload
- Polite, mature, credible, and comfortable in with working in a demanding environment
- Resilience and resourcefulness to work efficiently and effectively when under pressure and to tight deadlines
- Have a desire to be part of an overall team and achieve team goals
- Commercially astute, understanding the need to balance service levels with necessary re-charges
- Strong problem-solving skills
- Ability to work under own initiative
- Flexible, calm, and approachable, 'can do attitude

Full driving licence with own vehicle

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