Purpose of the Position
Responsible for resolving complex problems via phone, email or chat, to end-users who are experiencing computer hardware, software or network related issues, that requires deeper technical knowledge and expertise. Acting as an escalation point for our Helpdesk Technicians as well as providing remote and/or emergency onsite support for more critical or urgent support requests.
Responsibilities
- Respond to escalated helpdesk tickets and escalated customer inquiries promptly, providing technical support and assistance via phone, email, or remote access tools.
- Investigate, diagnose and assess technical problems escalated from the Level 1 Team reported by customers remotely, or if required emergency on-sites.
- Maintain accurate and detailed records of helpdesk tickets, including problem descriptions, solutions, and follow-up actions.
- Escalate complex technical issues to Level 3 technicians, ensuring appropriate documentation and handover of the problem.
- Review and update knowledge base and technical support documentation to reflect current technical information on process or product to improve our technical standards, suggesting ideas for efficiency and customer satisfaction enhancements.
- Provide timely resolution of technical problems, ensuring high levels of customer satisfaction and adherence to service level agreements (SLAs).
- Work with third party vendors and software providers to maintain and resolve product issues for our clients’ systems.
- Perform maintenance, patching, and upgrades on operating systems to ensure uptime.
- Proactively learn and remain current and accredited in key platforms of the business.
- Collaborate with Level 1 technicians to provide guidance and knowledge transfer, assisting with their professional development.
- Diagnose and troubleshoot support requests related to the following:
o Networking, Firewall, Printing, WiFi and cloud issues
o Windows Server, Active Directory
o Microsoft 365, SharePoint, Azure, MS Teams
o Backup and Disaster Recovery technologies
o Windows and Apple operating systems
o VoIP technologies.
Technical Skills and Experience
- Minimum 3 years previous MSP or Service Desk related experience (essential).
- IT Qualification (Computer Science, Bachelor of IT, Computing or Engineering) or Industry certifications from Microsoft, CompTIA A+, Fortinet, VMware (essential).
- A current driver’s license (essential).
- Practical experience troubleshooting/supporting of: (essential)
o Windows Server infrastructure (2008-2022)
o Operating Systems: Windows, macOS, Linux
o Networking: TCP/IP, DNS, DHCP, routing, switching, and basic network troubleshooting. Understanding concepts like VLANs, subnets, firewalls, and VPNs is valuable for resolving network-related issues.
o Active Directory and User Management
o Virtualization: VMware or Hyper-V
o Security Fundamentals: antivirus software, EDR, malware detection and removal, firewall configurations, data encryption, and basic security protocols to address security-related incidents.
o Scripting and Automation: Proficiency in scripting languages such as PowerShell
o Office 365 platform (SharePoint, Teams, Admin Portal and Directory Sync)
o Working knowledge of Azure.
Competencies
- Customer service expert: Ability to effectively handle challenging situations, maintain composure, and provide satisfactory solutions while ensuring customer satisfaction.
- Communication: Ability to communicate clearly and concisely, varying communication style depending upon the audience, internally and externally. Communicate technical information to end-users, team members, and stakeholders clearly and concisely. Active listening skills are also crucial for understanding user issues and gathering relevant information.
- Attention to detail: Excellent attention to detail and written skills when communicating with others, including documentation both internally and externally.
- Advanced Problem Solving: The ability to diagnose and troubleshoot complex issues confidently and efficiently.
- Time management and Prioritisation : Able to prioritise tasks, manage time effectively, and work efficiently to meet service level agreements (SLAs) or response time targets.
- Solutions Focused: The ability to think outside the box, to not only resolve the escalated issue, but the root cause of the problem whilst always having a solutions focus.
- Organisation: Is able to manage, plan and prioritise tasks in a logical and orderly manner.
- Inclusive: Willingness to assist and support others as required within a team environment.
- Transparency: Communicate freely and effectively and is open to feedback on performance.
- Approachability: Receptive to others views and happy to assist other employees when needed.
- Passionate: Encourages others and always bring their best self to work.
- Accountable: Owning situations and outcomes.
