Senior ICT Support Specialist

6 days ago

Milton Keynes, Milton Keynes, United Kingdom Mirus IT Full time
Senior Level 3 Service Desk Engineer

Location: Milton Keynes (Hybrid)

About Us:
Mirus IT has been providing comprehensive IT Support and technology solutions since 2002. As part of Advania, we are backed by a leading technology services and solutions provider, and the most awarded Microsoft partner in the UK.

Key Responsibilities:
  • Provide technical support to end users, responding to queries or complaints in an effective manner.
  • Utilise excellent customer service skills to exceed customers' expectations.
  • Report potential client-facing risks.
  • Maintain your own personal development plan with support from your manager.
  • Availability during your shift hours, which may incur shift & desk rotation.
  • Troubleshoot, maintain, and support a wide range of systems.
  • Ensure Service Level Agreements (SLAs) are met.
  • Log and investigate customer tickets, where possible applying a permanent fix or an agreed workaround to restore service.
  • Provide Level 3 Server, Network, and Desktop Technical Support, diagnosing customer issues and providing a high level of first-time fix.
  • End-to-end ownership of a customer ticket, identifying the underlying cause and managing the implementation of a permanent solution, escalating to a Senior Engineer as necessary.
  • Work closely with the customer to maintain and support the infrastructure and the customer's tickets effectively.
  • Action hardware and software installations.
  • Create and maintain customer-specific infrastructure documentation within the IT Glue Knowledge System.
  • Take responsibility for own continual professional development, ensuring up-to-date industry and technical knowledge in line with business needs.
Technical Skills:
  • Server Infrastructure: HP & Dell, Microsoft Server OS through to 2019, VMWare, and AD related aspects of Intune, server rebuilds.
  • Microsoft Office and 365 services.

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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