Job Description

Duties & Responsibilities

Provide Level 2 remote support to international customers in a fast-paced environment

Trouble-shoot issues relating to Servers, PCs, Laptops and peripherals including network connectivity, email, printing etc.

Trouble-shooting server issues e.g. Active Directory. GPOs, File sharing etc.

Supporting all Microsoft Cloud services e.g. O365, SharePoint etc.

Trouble-shooting all network connectivity issues e.g. LAN, WAN, wireless etc.

Taking escalations from junior engineers as well as escalating to senior engineers as appropriate

Provide an excellent IT support service to customers

Work within a strong team environment

Adhere to SLA requirements

Continuous training and development

Desired Experience & Qualification

- 3-5 years' experience in a similar role, preferably within a multi-customer environment
- Microsoft or other industry certifications (e.g. A+,N+,MCSE,O365,Ubiquiti)
- Solid Microsoft server knowledge and experience (AD, DNS, DHCP, GPO, File and Print)
- Sound knowledge of Microsoft Cloud technologies including Office 365 and Azure
- Understanding and troubleshooting of all applications within the Office 365 environment
- Good knowledge and experience of LAN and WAN technologies ie. switches, wireless and firewalls.
- Ubiquiti experience will be very advantageous.
- Experience with server backups and Microsoft Cloud backups
- Experience collaborating with third party support e.g. Sage Support, to resolve customer issues.
- Advantageous to have VoIP experience
- Advantageous to have Mac OS skills
- Good problem-solving skills
- Good communications skills, both verbal and written
- Fluency in English is a MUST
- Responsible team player who is capable of working on their own initiative and can make a fresh and positive contribution to the helpdesk team

Job Type: Full-time

Work Location: In person