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Technical Support Specialist
2 months ago
The primary function of this role is to act as a Third Line Technical Analyst, taking ownership of escalated IT support calls, either highly technical or high priority. The individual should be comfortable liaising with customers, providing technical guidance, performing IT service requests, approving IT change requests, and being responsible for proactive management of IT infrastructure through maintenance and monitoring.
This position requires regular visits to client sites and requires a candidate within one hour travel to the city centre.
Key Responsibilities:- Microsoft Windows Server Administration: Perform Microsoft Windows Server administration in an Active Directory environment for multiple organizations.
- Client Service Requests: Respond to client service requests by providing desktop and server support within support agreement targets (SLAs).
- Operating System Installation: Install Microsoft Windows Servers and Desktop systems, as well as proactively manage client networks and servers.
- Problem Resolution: Provide 2nd and 3rd level contact and problem resolution to hardware, software, and applications issues for customers.
- Monitoring and Maintenance: Provide monitoring and maintenance capability to clients, including patching.
- IT and Network Knowledge: Possess a high-level understanding of IT and networks.
- Hardware and Networking Knowledge: Knowledge of desktop, server, and printer hardware and their components, as well as networking technologies and topography.
- Cloud Services: Office 365 and Azure.
- Microsoft Products: Microsoft Windows Operating System and Servers, Microsoft Exchange, Server Clusters, and SAN topology.
- Network Monitoring: PRTG and Logic Monitor.
- At least four years of experience working in an IT support environment, either at Third Line Level or High Second Line level.
- A high level of Infrastructure and Networking knowledge.
- Microsoft MCP or equivalent qualification.
- Microsoft MCSA, MCSE or equivalent qualification.
