Summary and purpose of the Job:· Provide investigation of customer incidents escalated to the team, quickly triage, and bring the case to resolution.· Become an extension of the customer’s IT team, ensuring the best customer experience, and deliver high levels of expertise.· Have the capability to make technical decisions and implement service restoration workarounds whilst root cause is established.· Understand the need to and know when to escalate to Senior Engineers to ensure that customer SLA’s are met.· Take direction from Senior Engineers as part of a virtual Incident Management team.· Work in conjunction with the Operations Engineers and 3rd Party Resolvers to provide incident resolution, problem management and root cause analysis.· Have the capability to perform trend analysis leading to the identification of reoccurring faults and resolve repeat faults under problem management.· To proactively identify serious issues and identify a course of action to minimise or eradicate the possibility of impacting our customer’s systems availability.· Service restoration must be at the forefront of incident resolution to meet contractual SLA’s & OLA’s.If you want to further your career with a vibrant and fast-paced organisation, this is the role for you.Responsibilities:The extent of your duties will include but are not limited to:· Taking ownership of complex issues to resolution providing technical support via telephone, email, and remote access.· Overseeing remote monitoring escalation tickets· Research and identify solutions to complex software and hardware issues.· Create and improve documented processes which can be shared across teams driving an improvement in resolution times and first-time fixes.· Prioritise and manage several open tickets at one time, monitoring responses and any upcoming SLA events.· Follow up with clients to ensure their IT systems are fully functional after troubleshooting.· Ensuring customer processes and documentation are kept up to date.· Mentor and provide guidance to other team members· Stay current with emerging technologies and industry best practices to continually improve the IT environments.Experience / skills required· A minimum of 3 years' experience in an IT Service environment· High level of technical experience gained in a hands-on-role· Excellent verbal & written English· Robust influencing and interpersonal skills with the ability to communicate at all levels· Ability to prioritise and handle multiple assignments at any given time· Be flexible and able to commit the time required to get the job done in line with business needs· Highly organised with excellent time management skills and attention to detail· Desire to learn new products and technologies· Can-do attitude· In depth experience in configuration, troubleshooting and fault finding on - Microsoft Desktop Operating systems· Microsoft 365 / SharePoint / Intune Administration experience· Server Administrative Tools (Active Directory, Group Policy)· Firewalls & Switches· Network Devices· Networking & VPN Systems· Virtualisation Technologies (VMWare / HyperV)· The ability to work to ITIL standards and maintain documentationBeneficial experience / skills- Microsoft Azure (Entra ID, Azure Virtual Desktop)- Veeam Backup- Remote Desktop Technologies- MAC Operating SystemsThe following certifications would be beneficial:· A diploma or degree in Information Technology, Computer Science, or a related field.· CompTIA A+· Microsoft 365 Certified: Fundamentals (MS-900)· Microsoft Certified: Azure Fundamentals (AZ-900)Conditions and Benefits· Dynamic and supporting work environment with opportunities for career growth.· 48hours per 8-day period. 7am - 7pm and 7pm to 7am. 4 days on with 4 days off· Competitive salary and benefits package· Medical package· Opportunities for professional development and certifications.· Friendly and inclusive work culture
