About the Role
Job Requirements
- Appropriate IT Diploma and/or relevant IT qualifications, including MCSE, MCITP, A+ and N+ certifications.
- Minimum of 5 years’ experience in IT, with a solid background in IT support.
- Own reliable transport is essential.
- Strong technical knowledge of IT infrastructure, servers, networking, systems, desktop support, security, cloud computing, hosting, web services, hardware, software, and multiple devices, including PCs, Macs and mobile devices.
- Strong technical troubleshooting and problem-solving skills.
- Excellent customer service and customer relationship management skills.
- Good relationship management and conflict resolution abilities.
- Strong execution, results orientation and attention to detail.
- Good networking, reporting and process management skills.
- Learning agility and a solution-oriented approach.
- Ability to work independently and manage urgent technical incidents effectively.
- Willingness to travel to client sites when required.
Key Responsibilities
- Handle escalated technical issues that Level 1 support cannot resolve.
- Provide advanced troubleshooting and resolve complex IT problems.
- Support hardware, software, networking and system-related issues.
- Diagnose and resolve escalated incidents and service requests.
- Assist with IT infrastructure maintenance, installations, upgrades and configurations.
- Conduct client site visits and provide on-site technical support when required.
- Provide remote and end-user support, ensuring effective resolution of technical issues.
- Collaborate with other IT professionals to maintain smooth IT operations.
- Maintain accurate documentation of installations, configurations, incidents and support activities.
- Respond to incidents with urgency and ensure timely resolution in line with service-level agreements.
- Deliver professional customer service and provide effective technical solutions.
Salary
Market related