Provide technical support to a wide variety of users via phone or email
Maintain a high degree of customer service for all support queries
Log all calls on the Service Desk ticketing system and maintain documentation
Remote and onsite support of customers IT systems
Produce and maintain documentation in relation to hardware, software configurations and standard build information.
Design, installation, and configuration of new equipment and systems.
Communicate with customers as required - keeping them informed of incident progress and escalating internally or with third parties where required.
Researching, creating, and deploying security best practices (firewalls, 365 etc)
Assisting and mentoring team members.
Assisting with projects as required
Minimum 3-year experience in a similar role
Excellent troubleshooting and fault-finding skills
Excellent telephone manner and strong customer service skills
Strong Knowledge of supporting Windows client systems,
Excellent knowledge of email systems (Exchange and Microsoft 365)
Strong Knowledge of Windows server systems Including active directory, DNS, DHCP, etc.
Strong Knowledge of configuring and managing Microsoft 365 systems,
Experience of Intune configuration and management
Experience with Microsoft Azure environment and systems
Wide experience of client system application management, configuration and support,
Understanding of virtualization technologies (Hyper-V)
Proficiency in Active Directory/Group Policy,
Excellent understanding of networking -switches, routers , VLANS, Wireless etc.
Excellent documentation Skills
Good Knowledge of SharePoint
Experience Using ConnectWise tools would be advantageous.
Knowledge of scripting tools (PowerShell)
Knowledge of domains, basic web hosting, SPF, DNS, installing SSL’s
Experience of break-fix/upgrading hardware
Good knowledge of troubleshooting hardware including UPS, NAS, Printers
Full clean driver license
Even better if you have MSP background