Responsibilities

• Providing IT Support to all users and customers in a professional and friendly manner via helpdesk, telephone and e-mail.
• Answering the Helpdesk Support tickets, emails and phone calls.
• Support senior engineers on tickets.
• Manage tickets to ensure they are completed within SLA’s.
• Fully document all troubleshooting steps and create knowledge base articles of resolutions
• Identifying and prioritising customer support queries.
• Set up and configure desktop computers, mobile devices, peripherals
• Creation and modification of user accounts in Active Directly and Office 365
• Escalate tickets to other technical resources as appropriate
• Working through customer queries & plans of action to be taken.
• Using all technical resources to assist with all user requests.
• Demonstrating superior customer service in handling enquiries.
• Provide Out of Hours On-Call support.
• Additional when necessary.

Qualifications

Education:

·       Higher Diploma/Certification (A+, Network+, Security+) is desirable

Required Skills/Experience

• 1 - 5 years' experience in a similar role.
• A good understanding of a network environment (LAN/WAN/WiFi/Data Networks)
• Experience of JIRA Service desk and Confluence an advantage.
• Analytical approach to problem solving, decision making and an interest in IT.
• Approach to problem solving, decision making.
• Be able to work as part of a team.
• Fluency in the English Language.
• Strong Oral, Written and Communication skills.
• Good numeracy and literacy skills.
• Strong Team Player.