- Picking up tickets from the support queue and managing tickets to closure.
- Supporting the customer base with a varied range of technologies including desktop support, E-mail, connectivity, printers, telephone systems & 3rd party applications.
- Keeping the customer and ticket updated with developments and fix plans.
- Handle escalated calls from 2nd line support.
- Administer and maintain customer infrastructure, including Active Directory, LAN, Internet access, firewalls and Exchange
- Administer customer Hypervisors Hyper-V 2012 R2 and above and VMware vSphere 5.0 and above Infrastructures including EMC, SAN and Datacore
- Administer software applications and desktop operating systems
- Troubleshoot server and network performance Monitoring System to ensure any necessary action taken that needs to be.
- Ensure that the customer is satisfied with the outcome & with their experience.
Supporting Service Team
- Working on issues escalated by service engineers, ensuring you maintain the documentation and communication for the issue.
- Identifying when business critical IT services are impacted and adjusting the ticket priority accordingly.
- Working within your team to identify the fix and any underling issues that could cause repeat issues. Report this to the Service Desk Manager for review.
- Communicate any ongoing issues to relevant teams including the service engineers to ensure no time is wasted on repeat troubleshooting.
- Provide feedback to Service Desk Manager on issues that have been escalated including documented fixes for use by service engineers.
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Operating Systems & Infrastructure:
- Windows Server
- Microsoft 365 & all included products
- Azure
- Intune & Endpoint Management
- Active Directory
- Exchange
- SharePoint
- Citrix (NetScaler, Apps & Desktops)
- VMware: vCenter, ESXI, vSphere & Hyper-V
- SQL
- PowerShell & Scripting
- Linux & MacOS is beneficial
Advanced Networking Skills:
- In-depth knowledge of TCP/IP, DNS, DHCP & other core networking protocols
- Network design, implementation & troubleshooting
- Configuring & managing VLANs, VPNs & network routing
- Network security principles & practices
- Monitoring and managing network performance and skills with traffic analysis tools
- FortiGate, Palo Alto, Meraki, DrayTek & Watchguard firewall experience preferred
Security Skills:
- Microsoft Defender (threat detection & response)
- Implementing and managing security policies and procedures
- Conducting security assessments and vulnerability management
- Incident response and handling of security breaches
- Experience in carrying out BC/DR
Certifications:
- Relevant and recent certifications in listed technologies are an advantage
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