Providing 1st/2nd Line technical support, answering support queries, via ticketing system, email and telephone.
Resolve cases remotely (ServiceNow/email/phone) where possible, or directly on customer sites (as and when needed) in line with target resolve times.
Ensure that 1st/2nd Line cases are managed through to resolution, ensuring customer communication, case updates, Knowledge Base articles and activities are all performed to a high standard.
Be part of 24/7 rota
Manage own time effectively and efficiently, ensuring expectations are managed and communicated.
Required Competencies:
Experience of working in a busy and dynamic Managed Services Environment with the following technologies:
Windows Server (2012 - 2019)
Active directory
Virtualisation (HyperV and VMWare)
Office 365 Administration
Exchange Server
MS Remote Desktop Services and Thin Client Devices
Good level of TCP/IP networking and wireless networking knowledge
Antivirus (Sophos or similar)
Windows 7-10 client support
Experience dealing with external customers delivering to SLAs.
Must be flexible, and able to work outside of business hours as needed.
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