Global Servicedesk Technical Engineer

• Support, maintain and enhance the IT infrastructure of Northern Star’s Global customers thus ensuring IT is reliable and robust
o Log support calls received from the client’s base via telephone or email
o Attempt to resolve calls using your own knowledge, Microsoft, HP, CRM, or a Knowledge base for class A and B clients.
o Enter/Update/Follow Up calls on the Companies Autotask system
o Be responsible for escalating calls to the relevant Account Manager if you are unable to provide a resolution yourself.
o Communicate the status of progress on support calls to the client on a daily basis.
o Submit knowledge base articles for inclusion in CRM.
o Produce daily open issues reports and communicate with the team.
o Carry out proactive support work assigned to you by your line manager.

• Perform daily IT Maintenance checks on client networks.
o Perform Daily backup checks on client systems
o Check the status of Anti-Virus and Spam products on client systems

• Monitor client’s networks using the company’s proactive 24/7 managed service system.
o Monitor and action email alerts from the system
o Use the managed system to produce detailed client reports when requested
o Install managed service agents onto any machines that currently do not have this installed and assign it to the correct group.

• Ensure a high level of customer satisfaction
o Provide excellent customer service, quality, and speed of service by ensuring the support procedure is followed.
o Make suggestions on how to improve support delivery
o Ensure all calls are responded to with client SLAs

Required skills, the ideal candidate must be able to demonstrate they have all of the following skills and experience.

• Minimum 2-3 years experience in Microsoft Cloud-based technologies such as Office 365 and Windows Azure.
• Minimum of 1-2 years of previous work experience with an “IT Managed Service Provider” type environment.
• Excellent verbal and written ability in English.
• Can work either as part of a team or as an individual on any given task.
• The candidate must be highly motivated as well as can prioritize their workload with minimal supervision.
• Flexibility in terms of working hours.
• Industry-standard exams such as Microsoft or Cisco accredited
• 1st 2nd line experience working in MAC-only environments.
1st 2nd line experience working in Windows-only environments.
• Ability to troubleshoot 1st and 2nd line with both Windows and MAC-related issues both remote and onsite.

Employee Benefits
• Progression path.
Overtime and out-of-hours shift bonuses are available (on completion of the probation period)
Generous annual holiday allowance.
Company expensed training plans to help achieve Microsoft accreditation.
• Remote working (required)

Northern Star is the perfect company for anyone who wishes to progress within their IT career and wants to join a fast-paced, growing company.
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