Andy File Associates Limited is working as a recruitment agency with regards this permanent position on behalf of our client.
Responsibilities include:
- You will provide 1st & 2nd line support remotely or onsite (break/fix problems and service requests) to our clients in accordance with agreed service levels, standards and processes from the centralised helpdesk.
- Escalate issues which are beyond the employee’s capabilities or resource capacity to senior resources in an effective manner to optimise the quality of service provided
- Deliver general technical advice to the customer
- Identify and take part in initiatives to improve the quality of the IT operational service
- Some out of hours work available/required
- 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support
- If necessary, it will request external support, e.g. from software or hardware manufacturers
- The aim is to restore a failed IT Service as quickly as possible.
Essential Knowledge/Experience:
- Possess a strong technical understanding of the standard hardware and software supported by our client such as Microsoft Windows Desktop and Server troubleshooting skill and experience
- MS Exchange 365 Server, create AD users, mailboxes, distribution and security groups
- General Server Administration tasks, including disk and volume maintenance, Windows Event
- Troubleshooting and program installation and maintenance
- Troubleshooting networking issues by using commands (trace route, ipconfig etc.)
- PCs, Laptops (Mac experience desirable) and troubleshoot faults
- Be self-motivated with a “can do” attitude in responding to the challenges associated with providing end user
- Install, configure, maintain and troubleshoot the following software packages;
- All Microsoft Windows Operating systems but primarily Windows (last and latest versions)
- Centralized Anti-Virus software
- MS Office software packages
- VMWare
Desirable Knowledge/Experience:
- Provide excellent remote support of desktop printing and mobile issues.
- Outstanding troubleshooting and communication skills
- Preferred MCP/MCSA or equivalent or working towards them or a desire to
- PC support and problem resolution on difficult PC hardware and software issues
- Excellent interpersonal skills a must as dealing with all levels within the business