The Role
As a key member of the service department, you will take full ownership of escalated tickets, ensuring technical issues are resolved within SLAs while maintaining high standards of documentation.
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System Ownership: Install, configure, and troubleshoot hardware, software, and multi-user operating systems.
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Infrastructure: Perform security checks, manage backups, and monitor remote management (MSP) platforms.
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Networking: Manage connectivity, firewalls, VPNs, and TCP/IP configurations.
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Documentation: Maintain site schematics, hardware inventories, and knowledge base content via Autotask.
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Collaboration: Work with the technical team to deliver high-level consultancy and end-user training.
Technical Requirements
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Experience: 3+ years in a technical support or Helpdesk role.
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OS/Software: Expert knowledge of Windows Server (2012+), Active Directory, Office 365, and Microsoft desktop OS.
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Hardware: Full lifecycle support for servers, desktops, laptops, and printers.
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Networking: Strong understanding of switching, firewalling, and VPNs.
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Preferred: Azure knowledge and industry certifications ( MCSE/MCSA, CCNA, or Network+).
Candidate Profile
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Education: Level 7 Degree/Diploma in IT or equivalent.
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Soft Skills: Exceptional interpersonal skills and the ability to manage time independently under pressure.
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Analytical Mindset: A methodical approach to troubleshooting and system optimization.
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Communication: Fluent English is essential.
