SENIOR IT SUPPORT TECHNICIAN

SUMMARY:
Perform technical support, administrative tasks and reporting as it relates to the IT Infrastructure

POSITION INFO:
Your: Formal Education: Relevant degree or diploma Microsoft 365 Administrator (MS900 & MS102) Microsoft Azure Fundamentals (AZ900) & Azure Administrator (AZ104) A+\/ N+\/ and Security+ Certification ITIL V3\/4 Experience : 6+ years' technical experience Experience working in Microsoft 365 Environment Experience working in Microsoft Azure Environment (Including Entra ID) Experience working with enterprise support desk software Experience in the financial services industry would be advantageous will enable you to: People & Service Providers Interface with management, IT Support Technicians and users. Manage call load to ensure the exceeding of customer expectations. Escalate issues as appropriate. Train IT Support Technicians Service Providers: Attend regular operational meetings with external providers Ensure open communication and an effective support process Ensure uptime and availability of systems in line with KPA's or SLA's Processes Remain knowledgeable of complex operating systems on workstations and servers, local networks, wiring schemes, wide area networks, LAN\/WAN connectivity, and data communications protocols Assists with and resolves complex support issues, also acts as 2 nd line support to IT Support Technicians. Provides technical leadership and handles escalated issues. Implement instructions or requests in line with company procedures Capture comprehensive notes and documentation for every engagement. Create and continuously update knowledge base articles Fault tracking and reporting Regular feedback to internal stakeholders and line manager Educate employees regarding IT matters and Group policies, processes and standards Attend to support calls escalated from IT Support Technicians. Handle customer support calls. Take ownership of every issue to ensure it is completely resolved. Pro-actively monitor the environment and attend to problem resources or escalate issues as and when required. IT Support Desk Customer communication that ensures a high level of satisfaction and sets appropriate expectations. Ensure that Technical Support Services calls and enquiries are answered in a timely, efficient and knowledgeable manner. Follow up and support overdue support calls. Projects Support the software development and sales teams to ensure smooth delivery of systems. Consult with business teams and advise them on best solutions\/scoping of systems. Support implementation of projects in line with company procedures Technology Identify any shortcomings and opportunities to improve infrastructure Identify and communicate any recurring problems Oversee technological infrastructure

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