IT Support Specialist
4 days ago
We are seeking a skilled and customer-focused 2nd Line Support Engineer to join our IT Service Desk team at The Citation Group. As a key member of our team, you will be responsible for providing technical support to our colleagues, ensuring they have the technology they need to perform their roles effectively.
Key Responsibilities:
- Interpreting escalated user problems and identifying solutions
- Capacity monitoring of systems and environments
- Compliance monitoring and proactive/reactive management of issues
- Handling escalated colleague service requests or incidents as assigned within SLA
- Providing 1st Line support / Service Desk in busy periods
- Setting up new hardware such as PCs, Laptops, iPhones, and iPads
- Performing end user compute support tasks
- Collaborating with 3rd party Suppliers
- Escalating calls where necessary to 3rd line support
- Managing user accounts and licenses in M365, Local Active Directory, and Azure Active Directory
- Traveling to other offices as and when required
Requirements:
- Focused and personal drive to deliver the best solutions
- Commitment to delivering the best customer service putting your colleagues at the heart of everything you do
- Strong communicator on the telephone, through email, and face to face
- Organizational skills
- Attention to detail
- Team player with the ability to act on your own initiative when required
- Desire to learn about the systems we support
- Problem-solving skills
- Ability to prioritize your own workloads and manage expectations
Technologies:
- Windows Platforms – Windows 10/11, Server 2012, 2016, 2019
- IT Hardware
- Active Directory
- PowerShell
- M365 / Teams / SharePoint / OneDrive
- Antivirus software
- Intune Endpoint Manager
- Cloud-based technologies (Azure / AWS)
- Autopilot
- Cloud-Based Telephony
- ITSM Tools
Desirable Skills:
- Hyper V
- VPN, RDP
- Mobile devices – iPhone, iPad
- Google Suite
- Apple Business Management
- Multi-Tenant administration
- Experience in tenant migration
About The Citation Group:
We are a dynamic and fast-paced team, servicing multiple individual businesses and over 1500 colleagues. We are committed to delivering the best customer service and ensuring our colleagues have the technology they need to perform their roles effectively.
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