Senior Technical Support Specialist
4 weeks ago
We are seeking a highly skilled and experienced 2nd / 3rd Line Engineer to join our Technical Support team. As a key member of our team, you will be responsible for providing advanced technical support to our clients and internal colleagues.
Key Responsibilities:- Provide 2nd and 3rd line technical support via telephone, remote access, and email, ensuring timely resolution of issues.
- Diagnose complex technical issues and provide effective solutions, escalating major incidents to the IT Support Team Manager as necessary.
- Proactively manage incoming call volumes, ensuring an effective support service is provided.
- Log all calls and sub-calls directly onto the database, ensuring accurate and up-to-date records.
- Communicate complex technical information to customers in a clear and concise manner.
- Windows Desktops 7-10
- Windows Server 2008-2016
- SQL Server
- IIS
- Microsoft Exchange
- Active Directory, Group Policy, DNS, DHCP & Server Replication
- Office365 - Exchange Online
- Hyper-V
- Firewalls and VPN
- Networking - TCPIP, VLANs, Routing and Switching
- Web Hosting / Domains
- RAID 2
- NAS Storage
- 5 years experience within a Support Team environment
- Ability to research and solve complex issues without input
- Excellent communication and interpersonal skills
- Ability to work well under pressure and manage multiple priorities
- Willingness to learn and stay up to date with technologies
- VMWare, Citrix
- MCSE/MCSA/COMPTIA
- Office 365 - SharePoint Online & Azure AD
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