The primary objective is to provide exceptional customer service, and remote & on-site technical support to our clients as well as building/maintaining strong relationships expected by a trusted advisor.
POSITION OUTCOMES
- Provide 1st & 2nd Level Technical helpdesk/service desk support to all users.
- Provide IT and application support to all users.
- Support and maintain all technology infrastructure.
- Liaise 3rd party relationships with vendors, suppliers, and support contractors.
- Facilitate Asset Management tasks.
- Manage the implementation of new technology.
POSITION RESPONSIBILITIES
Provides predominantly remote technical support to clients under the guidance of the Service Desk Team Lead/ Service Delivery Manager and as part of a team. The position involves but is not limited to:
- Customer liaison via email, phone, and through the helpdesk system (ConnectWise).
- Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high-quality customer service.
- Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Service Desk Team Lead/ Service Delivery Manager.
POSITION COMPETENCIES
- Experience in a client-focused IT technical support role.
- Experience with an MSP preferred.
- Excellent communication skills, both written and verbal, being able to interact with end-users effectively.
- Demonstrated a high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range of clients.
- Ability to work independently, yet as part of a collaborative team.
- Strong organizational and time management skills.
POSITION QUALIFICATIONS
- Technical ability to resolve complex incidents within a Windows environment.
- Active Directory user and group administration.
- Administration of Exchange and O365.
- Hands-on experience with setup and troubleshooting of computer hardware and peripherals.
- Relevant technical training, certifications, and education.
- Service Management certifications are beneficial but not essential (e.g. ITIL).
POSITION EXPERIENCE REQUIRED
- 2+ years of IT experience supporting Microsoft Office and Windows Infrastructure environments.
- Qualification in key core system technology.
- Advanced communication skills.
- Proven experience supporting end users via training and correspondence.
POSITION EXPERIENCE DESIRED
- ITIL Certification.
- SCCM knowledge is desirable.
- Experience using systems - including Office 365, Skype for Business, Teams, Active Directory, and Exchange.
Please note that the shortlisted candidate will be required to submit a successful police clearance certificate as part of their onboarding.