Help Desk & IT Support (Information & Communication Technology) Responsible for resolving complex support requests with computer hardware, software, and network systems, as well as meeting customer satisfaction and continuous service delivery demands. Provides research and support for new technologies to be used within our environment.
RESPONSIBILITIES Build good sincere relations with customers during onsite visits and in all other contacts. Take full ownership of assigned escalated service requests. Manage projects end to end including migrations, deployments or network upgrades. Answer inbound support calls to assist users with access/usage issues and log service requests into the company's internal CRM. Make outbound calls to users when error logs are detected prior to them contacting support. Investigate and coordinate resolution and recovery actions for assigned support incidents. Install, move and change technology hardware, software and resources under guidance. Troubleshoot hardware, software and network issues using internal knowledge base, senior directions and guidance, vendor support articles. Perform varied and wide-ranging other related duties and tasks as required during working hours. Liaise with customers and update ticket status. Provide a consistently high level of service to our customers in a prompt and pleasant manner. Maintain the highest ethical standards and confidentiality in dealing with our customers and each other. Develop customer self-help content and contribute to internal knowledge base articles. Enhance individual skills and knowledge to better serve our customers. Analyse and resolve hardware and software problems in a service desk environment. Demonstrate highly accomplished interpersonal skills with a friendly customer service acumen. Complete a broad variety of IT Support tasks in a diverse business environment within an IT team environment. PRODUCT EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES Knowledge Proficiency in Microsoft Hyper-V platforms Proficiency in Microsoft Exchange platforms Proficiency in Fortinet/Cisco + routing and networking Proficiency in Veeam/Storagecraft backup and disaster recovery methodology Configuring and troubleshooting Windows Servers and workstations Configuring and troubleshooting internet and network equipment Configuring all Windows software Understanding and troubleshooting IP, IP routing, routing protocols, debugging, and other common network troubleshooting tools and methods Understanding how internet protocols work and routing Skills Ability to install and administer computer hardware and software. Analytical and problem-solving skills Effective verbal, presentation and listening communication skills Effective written communication skills Computer skills including the ability to operate spreadsheet, word-processing, and email. Personal Attributes Be honest and trustworthy Be respectful Possess cultural awareness and sensitivity Be flexible Demonstrate good work ethics Physical Demands The Senior IT Support Technician will have to spend long hours sitting and using office equipment and computers. The Senior IT Support Technician will have to lift computer equipment, supplies, and materials from time to time and operate electrical tools and related IT equipment.
Environmental Conditions The Senior IT Support Technician may have to be involved in multiple matters at any one time and may be interrupted frequently to meet the needs and requests of clients. The environment may be busy and noisy, requiring excellent organizational and time management skills to complete the required tasks.
Sensory Demands Sensory demands include the use of the computer. The office may be noisy and busy, making it challenging for the Senior IT Support Technician to concentrate and focus.
Mental Demands The Senior IT Support Technician operates in a sometimes demanding environment as clients may exhibit frustration or require immediate responsive assistance services.
DESIRABLE QUALIFICATIONS AND EXPERIENCE 5 years of strong direct customer service experience in an MSP environment Proven experience of delivering a high degree of customer service and can effectively problem-solve in an "out of the box" way, including appropriate interpersonal skills to manage demanding or difficult customers Strong verbal and written communication skills Self-motivated team player with the ability to work calmly under pressure, meet tight deadlines, and see tasks through to completion with minimal supervision Attention to detail as well as a high degree of accuracy in data entry The ability to ensure that customer requirements are recorded exactly as specified Possess a high level of organizational skills, can manage their own time and tasks to completion "Can-do" attitude and leads by example Communicates effectively with the team – provides clear information/instructions and listens to the team effectively Communicates effectively with colleagues and management regarding all aspects of customer service Demonstrated ability to solve problems within level of accountability Internal system inductions and hands-on training. Experience in an ITIL environment. EDUCATION Tertiary Education in IT or related field Microsoft Certified IT Server Administrator Cisco Certified Network Professional (CCNP) Microsoft Certified Solutions Expert (MSCE Server) Microsoft Certified Solutions Associate (MSCA Office 365) ITIL 4 Foundation #J-18808-Ljbffr