Senior 1 st /2 nd line IT support analyst

Senior First line IT support analyst looking to advance to Second line support
role

Job description:

We have an exciting opening in our esteemed and innovative IT managed services organisation. We are seeking a skilled Support professional capable of effectively resolving a diverse range of computing, networking, and cloud-related challenges.

In this role, the successful candidate will have the opportunity to contribute to a dynamic and forward-thinking environment. They will be responsible for resolving technical issues, demonstrating their problem-solving abilities, and efficiently managing their time and resources.

We support a diverse range of industries that will both challenge and contribute to your technical skillset. Gaining both remote and hands on, in-person experience.

This position offers a fantastic opportunity to work in a collaborative environment while also encouraging individual initiative and problem-solving skills. Join our organisation and be a part of our dedicated team providing outstanding IT support services.

Job Requirements:

• Effectively managing workload and prioritising multiple open tickets
  simultaneously while adhering to SLA thresholds for incidents, requests, and problems.
• Offering technical maintenance and support for all IT hardware and software used by end users.
• Assuming complete technical responsibility for incidents, requests, and
  problems, conducting comprehensive diagnostics with end users to facilitate ticket resolution and project completion.
• Performing regular maintenance and patching of infrastructure, endpoints, and servers.
• Acting as an escalation point for support calls from different support tiers, ensuring timely and well-managed escalation and resolution processes.
• Onsite technical support that will require the capability to confidently and professionally communicate and engage with customers at all organisational levels.

Personal Requirements:

The ideal candidate will be able to explain technical concepts in a clear and
understandable manner to non-technical individuals. Additionally, they should possess patience and empathy when assisting end-users facing IT difficulties.

• Exhibit a customer-centric approach to support, showcasing a commitment to prioritising the needs of customers.
• Demonstrate exceptional client interaction skills, both verbally and in written communication.
• Apply a logical and systematic approach to troubleshooting technical issues.
• Have the ability to effectively prioritise tasks and manage time efficiently.
• Display excellent time management skills, including awareness of time
  constraints, priorities, and deadlines.
• Demonstrate the capacity to research and rapidly learn new technologies and solutions even under pressure.
• Act as a strong team player, actively contributing knowledge and expertise to foster collaboration.

EXPERIENCE

Having worked in a similar role within an IT managed service provider would make you stand out, but previous MSP experience is not a prerequisite and we are open to new talent from any IT background!

Exposure to the below technologies but not limited too would be advantageous.

• Windows Server
• Windows Desktop
• Microsoft Azure
• Microsoft Office 365
• Active Directory & Azure AD
• DNS, DHCP, Group Policy
• Backup - Configure, Maintain, troubleshoot.
• Networking, switches, subnets, LAN, WAN, DNS

MUST HAVES

• Vast majority of our customers are English native speaking, hence
  outstanding conversational as well as technical English is of a paramount importance. All interviews will be conducted in English and English alone!
• Bubbly personality, open mind, common sense, ability to listen as well as to voice opinion.

NICE TO HAVES

• Microsoft Certifications (MS Azure / O365)

You can apply via "Prijavite se na oglas" option.