Level 2+ IT Helpdesk

As a Helpdesk team member, you are responsible for the handling first level support (and second level if qualified) of service requests. This relates to all technology, to include: workstations, servers, tablets, printers, phones, networks, vendor specific hardware, software, and general administration tasks.

Technical Support & Client Communication – Required

Excellent spoken and written English skills are required

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending
changes or agreed outages
• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Basic remote access solution implementation and support: VPN, Terminal Services
• Escalate service requests that require engineer level support.
• Accurately document activities in ticketing system and complete timesheets
• Experience in Active Directory (creation of account, password reset, account unlock, domain trust issues etc)
• Sound knowledge of Backup technologies (Datto, Veeam, Altaro/Hornet Security)
• Experience with Microsoft 365 Administration (user/mailbox creation, out of office, email delegation, email forwarding etc..)
• Strong desktop knowledge, Windows 11, 10, and 8 and MacOS
• Experience with mobile device management
• Strong Microsoft Office Skills
• Great Verbal and Written communication skills

Technical Skills
• Good desktop troubleshooting skills on Windows OS 11, 10, 8 and MacOS including printer set-up and connectivity issue
• Basic knowledge of Microsoft Windows Servers 2012-2022
• Working experience in a virtual environment: HyperV, VMware, Azure and/or Citrix environment
• Experience in configuring and maintaining back up technologies including Altaro/Hornet Security
• Diagnose and rectify WAN and LAN issues, including ADSL based technologies.
• Practical experience in PC hardware repairs is an advantage.
• Practical experience in deploying and migrating users from old PCs to new PCs
• A desire to work with SME businesses to directly support their IT infrastructure.
Good to have:
• Experience with Unifi networking equipment and pfSense and/or SonicWall firewalls
• Experience troubleshooting VoIP Systems, including 3CX and Yealink Phones
• Experience working with a RMM and other remote management tools

Certifications
• Microsoft Certified Desktop Support Technician (MCDST)
• Microsoft Certified Technology Specialist (MCTS)
• Microsoft Certified IT Professional (MCITP)