Outstanding customer service and Level 3 support skills
Exposure to diverse & leading-edge technologies
Friendly team environment with leading IT Service Provider since 1992
Our client an established, responsible, ethical, and trusted leader in Information Technology services and delivery of Technology Solutions.
About the role
Our client is looking for the delivery of Level 2 and Level 3 technical support to clients and their diverse range of I.T. systems. Mentor and assist our Level 1 and 2 staff on more complicated server and network related issues.
Lead and/or contribute to diverse projects, system upgrades and migrations including cloud systems, Azure and Office 365, hybrid and multi-cloud solutions. Participate in the consulting, planning and implementation of system wide enhancements, upgrades and new services.
Provide ongoing proactive recommendations for our client’s IT systems and building positive client relationships.
Role and Responsibilities:
The role will require you to provide both remote and on-site support to our customer base. Customer service is a key element of this role as there will be times where you will deal directly with key stakeholders. Other elements of the role include:
Lead, manage and assist with project orientated tasks such as client system wide upgrades, Azure and Microsoft 365 Cloud migrations, integration and routine updates.
Servicing multiple clients with diverse IT infrastructure – including servers, networks, wide area networks, cloud integration and Office 365, desktops and laptops, hardware & software
Maintain regular written and oral communication with clients and their users
Remote and On-site troubleshooting and support
Assist Level 1 and 2 technicians with escalations
Liaise with users, suppliers, software and hardware vendors
Operations
Attend Production and Staff meetings
Training
Attend in-house training
Attend external training as required
Contribute to the development of your training plan
Own personal skill development, knowledge, and technology currency
Product Design
Job and technology Research
Job Planning
Develop/and or contribute to the development of IT service delivery systems and technology systems
Product Delivery
Management of time & job schedules (Autotask & Outlook)
Verify job sheet & plan
Perform required technical tasks
Test technical fixes
Educate and inform client on technical fixes
Document and inform client of follow-up recommendations
Follow up recommendations
Debrief Operations Manager
Telephone support & troubleshooting
Create and complete job sheets
Maintain client records
Experience and Skills Requirements:
At least 5 years of commercial experience in a user-oriented support capacity.
Relevant tertiary education in Information Technology
Microsoft Certified Associate, Expert or MCSE
CompTIA Certification is favorable i.e. Network +, Security + and CySA
Strong computer diagnosing skills using logical and methodical processes
Microsoft Desktop Operating Systems and Applications
Microsoft Office 365 Administration – Exchange Online, SharePoint, OneDrive, and Teams
Must meet a high level of professional customer service.
Passion for Technology
Superb communication skills, both oral and written
Analytical and logical problem-solving skills for identifying and solving technical problems
Ability to evaluate critical systems and prioritise work
Very good ability to understand price/performance and client satisfaction when resolving client issues
Display motivation and a commitment to work without supervision at customer sites
Ability to recognise and follow-up future upgrades and client needs
Excellent people skills and customer service skills
Ability to liaise with clients on and off-site
High level of professionalism and understanding of the business context
Demonstrate a strong work ethic and contribute to a team environment
Must always be punctual and well presented
Good time management and organisational skills
Familiarity with the following Server, Networking and Cloud technologies is advantageous:
Microsoft Office 365 Admin, Exchange, SharePoint, OneDrive and Teams
Microsoft Azure IaaS and PaaS resources
Microsoft Office 365 Security and Compliance
Microsoft Windows Server Roles – ADDS (DC, GC, GPO, FRS) Hyper-V, RDS, File and Storage Services, Network Policy and Access Services, Print and Document Services
Microsoft Exchange and SQL Servers
SonicWALL UTM Firewalls
Ubiquiti UniFi Switches and Wireless Access Points
Windows PowerShell
Server and Network based Backup and Security Systems
Systems monitoring with SNMP and WMI
Basic scripting skills – PowerShell, VB, HTML
Complete tasks as per client’s requirements and expectations
Positive client feedback
Meet required billing level
Time entries completed at completion of each task
Meet performance and professional standards
On Offer:
Competitive Remuneration
Permanent position
Excellent office & culture -where people enjoy their job, and always learn a lot
How to apply
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Other titles for this role in other organisation might be: Level 2, Service Desk, System Support, Help desk Support, Level 2 Technician, Support Engineer,