Your:
- Formal Education:
- Relevant degree or diploma
- Microsoft 365 Administrator (MS900 & MS102)
- Microsoft Azure Fundamentals (AZ900) & Azure Administrator (AZ104)
- A+/ N+/ and Security+ Certification
- ITIL V3/4
- Experience:
- 6+ years’ technical experience
- Experience working in Microsoft 365 Environment
- Experience working in Microsoft Azure Environment (Including Entra ID)
- Experience working with enterprise support desk software
- Experience in the financial services industry would be advantageous
will enable you to:
- People & Service Providers
- Interface with management, IT Support Technicians and users.
- Manage call load to ensure the exceeding of customer expectations. Escalate issues as appropriate.
- Train IT Support Technicians
- Service Providers:
- Attend regular operational meetings with external providers
- Ensure open communication and an effective support process
- Ensure uptime and availability of systems in line with KPA’s or SLA’s
- Processes
- Remain knowledgeable of complex operating systems on workstations and servers, local networks, wiring schemes, wide area networks, LAN/WAN connectivity, and data communications protocols
- Assists with and resolves complex support issues, also acts as 2ndline support to IT Support Technicians. Provides technical leadership and handles escalated issues.
- Implement instructions or requests in line with company procedures
- Capture comprehensive notes and documentation for every engagement.
- Create and continuously update knowledge base articles
- Fault tracking and reporting
- Regular feedback to internal stakeholders and line manager
- Educate employees regarding IT matters and Group policies, processes and standards
- Attend to support calls escalated from IT Support Technicians.
- Handle customer support calls.
- Take ownership of every issue to ensure it is completely resolved.
- Pro-actively monitor the environment and attend to problem resources or escalate issues as and when required.
- IT Support Desk
- Customer communication that ensures a high level of satisfaction and sets appropriate expectations.
- Ensure that Technical Support Services calls and enquiries are answered in a timely, efficient and knowledgeable manner.
- Follow up and support overdue support calls.
- Projects
- Support the software development and sales teams to ensure smooth delivery of systems.
- Consult with business teams and advise them on best solutions/scoping of systems.
- Support implementation of projects in line with company procedures
- Technology
- Identify any shortcomings and opportunities to improve infrastructure
- Identify and communicate any recurring problems
- Oversee technological infrastructure
Desired Skills:
- IT support
- A+ and N+
- Microsoft 365