1st Line Support (Remote)
1st Line Support Technician (Remote)
Our client in the UK, is looking for a dynamic, client-focused IT enthusiast to join their Remote Support Team in SA.
Duties and Responsibilities
- First line call handling, ticket logging, remote support and escalation of helpdesk tickets.
- Experience in an MSP environment.
- Manage and monitor call queues ensuring adherence to SLAs
- Ensure that customers are updated regularly on the status of their issues.
- Effectively assign tickets to the relevant team based on priority, category & SLA.
- Troubleshoot issues with client workstations, servers & network infrastructure.
- Identify reoccurring incidents.
- Work with third party vendors to troubleshoot hardware and software faults.
- Ensure all documentation is clear, concise, and updated in the helpdesk system.
- Knowledge of server operating system and network architecture (DNS, DHCP, TCP/IP).
- Microsoft Office 365, Azure Active Directory, Exchange Online, Teams, SharePoint Online and AD Connect.
- Microsoft Server 2012 Onwards, Active Directory, Exchange 2013 Onwards and Hyper-V.
- You should be able to work under pressure and multitask.
- You should possess excellent customer service and communication skills as well as having a logical and methodical approach to troubleshooting.
- You should have a good telephone manner, good analytical and problem-solving skills, ability to learn quickly and apply knowledge.
- You should enjoy working with customers and take pleasure & pride in resolving their issues.
Person Specification
- Excellent communication
- Effective and proactive team player
- Troubleshooting skills and a high level of knowledge in business network technologies.
