About this role
Job Description
- Deliver effective second and third level technical support to a senior customer base, acting as the single point of contact to drive end-user technology issues to resolution across Microsoft Office 365, operating systems, subsystems and related products.
- Key deliverables include advanced troubleshooting and resolution of standard to highly complex technical issues; accurate incident logging, tracking and escalation; closed-loop customer communication; creation and maintenance of support documentation and known-error records; mentoring of End User Support staff; user training on hardware and software; and collaboration with IT and business project teams to deliver high-quality technology solutions.
Qualifications
- Type of Qualification: First Degree
- Field of Study: Information Technology or related field
- Licenses & Certifications: Apple Certified Mac Technician (ACMT), CompTIA A+ Certification, ITIL Foundations v3, MCDST – Microsoft Certified Desktop Support Technician, Microsoft IT Professional (MCITP)
Experience Required
- 5-7 years
- Solid experience in advanced support role within large/medium size organisation.
- Experience in AD Account Management and the Service Desk within large/medium size organisation.
Behavioural Competencies:
- Articulating Information
- Following Procedures
- Producing Output
- Providing Insights
- Team Working
- Understanding People
- Upholding Standards
Technical Competencies:
- Application Knowledge for Support
- Identity and Security Compliance
- Incident and Problem Management
- IT Knowledge
- IT Systems
- Service Level Management
- Stakeholder Management
- Technical Analysis
- Trouble Shooting
- Written Communication
Skills
Communication