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^ndline 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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