Job Responsibilities:
Providing 1st/2nd Line technical support, answering support queries via ticketing system, email, and telephone. Resolve cases remotely (ServiceNow/email/phone) where possible, or directly on customer sites as needed in line with target resolve times. Ensure that 1st/2nd Line cases are managed through to resolution, ensuring customer communication, case updates, Knowledge Base articles, and activities are all performed to a high standard. Be part of 24/7 rota. Manage own time effectively and efficiently, ensuring expectations are managed and communicated. Experience Required:
Experience of working in a busy and dynamic Managed Services Environment with the following technologies: Windows Server (2012 - 2019) Virtualisation (HyperV and VMWare) Office 365 Administration Exchange Server MS Remote Desktop Services and Thin Client Devices Good level of TCP/IP networking and wireless networking knowledge Antivirus (Sophos or similar) Windows 7-10 client support Experience dealing with external customers delivering to SLAs. Must be flexible and able to work outside of business hours as needed.
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Providing 1st/2nd Line technical support, answering support queries via ticketing system, email, and telephone. Resolve cases remotely (ServiceNow/email/phone) where possible, or directly on customer sites as needed in line with target resolve times. Ensure that 1st/2nd Line cases are managed through to resolution, ensuring customer communication, case updates, Knowledge Base articles, and activities are all performed to a high standard. Be part of 24/7 rota. Manage own time effectively and efficiently, ensuring expectations are managed and communicated. Experience Required:
Experience of working in a busy and dynamic Managed Services Environment with the following technologies: Windows Server (2012 - 2019) Virtualisation (HyperV and VMWare) Office 365 Administration Exchange Server MS Remote Desktop Services and Thin Client Devices Good level of TCP/IP networking and wireless networking knowledge Antivirus (Sophos or similar) Windows 7-10 client support Experience dealing with external customers delivering to SLAs. Must be flexible and able to work outside of business hours as needed.
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