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Technical Support Specialist
2 months ago
Lucid Connect Ltd is collaborating with a leading IT Services provider to identify a Technical Support Specialist.
This position involves handling inquiries from clients, generating and managing support tickets to deliver effective solutions for user challenges. The role primarily utilizes remote assistance tools to perform diagnostics and document error messages, facilitating collaboration with other teams for ticket resolution.
Providing assistance in both hybrid and cloud-based environments (M365) through Active Directory, Exchange Admin Centre, and M365 Admin Centres is a fundamental aspect of the daily operations of the Help Desk team.
Key Responsibilities
- Responding to user calls in a courteous and professional manner
- Creating incident and service request tickets on behalf of users
- Gathering all necessary information related to the user's issue or request
- Prioritizing and managing tickets within both personal and team queues
- Addressing and resolving tickets in accordance with each customer's agreed Service Level Agreement (SLA)
- Escalating tickets to higher support tiers or third-party vendors as necessary
- Aiming to resolve tickets as First Time Fix (FTF) whenever feasible
- Developing internal support documentation to assist the team in achieving FTF
- Creating user guides for customers
- Managing user accounts in Active Directory
- Administering user accounts in Entra ID / M365 Admin Centre
- Overseeing mailbox management in Exchange Admin Console / Exchange Online
- Providing support and troubleshooting for Teams via Teams Admin Centre
- Assisting with SharePoint support and troubleshooting through SharePoint Admin Centre
- Troubleshooting endpoint devices using InTune Admin Centre
Qualifications and Skills
Essential:
- Strong understanding of incident management tools and ticketing systems
- Proficient technical knowledge and hands-on experience in supporting users within Microsoft environments (both hybrid and cloud)
- Familiarity with incident, problem, request, and change management processes
- Ability to apply logic and reasoning to independently troubleshoot and resolve incidents
- Exceptional communication abilities
- Outstanding customer service skills
Desirable:
- Experience with Fresh Desk/Fresh Service ticket management systems
- Background in supporting MacOS and iOS devices in a corporate setting
- Experience with G-Suite applications in a business context
- Familiarity with supporting SharePoint document libraries
- CompTIA A+ certification
- MS-900: M365 Fundamentals certification
- AZ-900: Azure Fundamentals certification
- ITIL Foundation certification
