AddressAim of the Job:
Provide first/second line technical support to end-users at our customer sites
Working Hours:
37.5 Hours per week, 8am-4pm Mon-Fri
Job Objectives:
Be the first point of contact for all inbound service requests from our partners via telephone, email & self-service portal, always working to strict SLAs. Providing first-class customer service is critical to the role.
Work as part of a team within the Service Desk and report to the Service Desk Manager daily.
Develop a deep understanding of who our partners are, what they do & how they operate, as well as develop a basic technical understanding of the IT systems being used. - Achieve mastery of the role by becoming fluent with our internal IT ticketing & technical monitoring systems.
Summary of the person(s) that the employee will work with:
- Service Desk Engineers
- Service Desk Senior Engineers
- Service Desk Team Lead
- Service Desk Manager
- Office Manager
Skills & Competencies Required:
- Strong working knowledge of both Microsoft and Apple based operating systems.
- Strong working knowledge of Microsoft Office applications with an emphasis on the Microsoft 365 product suite.
- Working knowledge of Windows Server administration (Windows Server 2016, Server 2019, Server 2022) and associated core roles including but not limited to Active Directory, Group Policy, RDS & RemoteApp.
- Working knowledge of supporting and administering Microsoft 365 tenant accounts.
- A strong understanding of computer hardware including but not limited to PC components, printers and other peripheral devices (Certified to CompTIA A+ desirable)
- A basic technical understanding and ability to troubleshoot IT networks and associated infrastructure (ping, tracert, nslookup, etc).
- A basic understanding of WAN connectivity technologies such as ADSL, VDSL, Ethernet.
- PSA/RMM Tools (ConnectWise, NinjaOne, IT Glue)
- Experience of working in a similar role
- Excellent Customer Service & Engagement levels
Key Tasks:
Duties shall include but not be limited to the following:
- To be the first point of contact for inbound reactive Service Desk enquiries (by telephone and email), providing immediate technical support and resolution where possible
- To ensure that all incoming technical enquiries are correctly and accurately logged within internal call-logging and ticketing systems.
- To install/configure software remotely to end-user workstations where required.
- To support and troubleshoot client application and line-of-business software, liaising with third-party vendors where appropriate.
- To configure, support and troubleshoot hardware for end-users where required, including but not limited to printers, scanners, mobile devices, etc.
- To carry out day-to-day user administration/troubleshooting including but not limited to adding/editing/removing users, password resets & permissions changes.
- To setup, configure and troubleshoot VPNs for end-users.
- To assist end-users with connectivity issues (WLAN, LAN, etc)
- To identify, log and react to (or escalate where appropriate) monitoring alerts generated from across the customer estate.
- To remotely provision new devices for end-users as part of their onboarding process.
- To administer cloud-based SPAM filtering solutions including whitelisting, blacklisting, quarantine release, etc.
- To administer client security software such as anti-virus, web filtering, etc.
- To support VOIP telephony systems and handsets
- To support and remediate end-user errors including but not limited to lost files, settings, customisations, etc.
- To carry out preventative maintenance across the client estate.
- To work as part of a team to provide a high-quality support service appropriate to the needs of all end-user companies and their employees.
- To maintain the highest degree of customer service for all support queries and adhere to all service management principles and processes.
- To take ownership of end-user technical issues and be pro-active when dealing with day-to-day technical requests.
- To escalate more complex support requests to the relevant second/third line support personnel.
- To carry out daily client systems checks, reporting to the relevant support personnel where necessary.
- To maintain a consistent and thorough level of documentation across both service delivery and client configuration documents.
- To keep up to date with advances and practices in key technical areas as aided by the company continued professional development (CPD) programme and individual training plans.
Want to know more about working at Team Metalogic?
Click hereto watch a short video about our culture or visit https://www.teammetalogic.com/tml-tv for more video insights!
