Respond to 2nd line support request, whether they be electronic or via phone calls, in timely and professional manner. All support activity to be recorded in their helpdesk system
Ensuring Helpdesk standards are maintained. These standards include communicating updates to customers, recording time spent and activities completed, escalation processes, upholding internal SLA's
You will need to be able to triage and assign tickets to other members of the team
Potentially go onto customer site to provide support and also assist with project installations
Complete small scale projects such as Microsoft 365 email and SharePoint migrations and server installations
Requirements :
Good working knowledge of all Windows desktop operating systems from Windows 7 to Windows 11
Working knowledge of Windows Server operating systems
Administration of Active Directory, DNS, DHCP
Administration of Office 365
Implementation of small Office 365 tenants and data migration
Experience with Apple Mac platform would be beneficial although not essential.
A reasonable understanding of managing business network switches, routers and firewalls.