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Main Duties Include (but not limited to):
- Inbound service request diagnosis and resolution; answering inbound calls and email from clients and raise tickets on the internal helpdesk system.
- Work on tickets that have been created or raised on behalf of clients.
- Work on tickets that require escalation from 1st line support.
- Document all support interactions and resolutions accurately in the ticketing system.
- Tracking support cases to resolution within SLA.
- Escalate more complex issues to senior staff.
- Set up new PCs & laptops for existing and new clients.
- Upgrade laptop RAM, HDD/SSD.
- Build desktop computers.
- Fix hardware faults and install upgrades to client hardware.
- Participate in ad-hoc desk moves within the office.
- Monitor RMM dashboard status / alerts applying corrective action as and where required.
- To abide by company processes and procedures.
- Attend vendor technology training and webinars to upskill yourself and in turn pass this knowledge onto the wider sales team.
- Work closely with the IT team to cover new projects and roll outs.
- Site visits to clients
A willingness to learn is a must! The ideal candidate will be trained in all aspects of the above and more by learning on the job and shadowing more senior staff. This is an ideal job for someone to grow with the company and a clear path for progression within the service desk, so ambition to work towards 3rd line support is welcomed.
Experience:
- 24 months minimum of service desk or technical support.
- Familiarity with networking concepts (DNS, DHCP, TCP/IP).
- Experience with VMware and Hyper-V.
- Experience with servers, storage, and backup concepts.
- Good knowledge and understanding of Microsoft Windows operating systems and Microsoft Office Suite.
- Strong communication skills with a keen eye for detail.
- Proactive and able to work well under pressure.
