Job Description

Key Requirements:

- * MCSE/MCSA or equivalent

-Minimum 3 years experience in IT Customer Service environment
-Minimum 3 years Infrastructure experience in an IT services company
Technologies:

-Intermediate DC facilities.
-Intermediate Networking experience.
-Intermediate Microsoft Server infrastructure experience.
-Intermediate Exchange and Office 365 experience.
-Intermediate experience with Server Backup technologies.
-Intermediate experience working with Infrastructure management tools.
-Intermediate user administration.
Desired Requirements

-You will be required to travel to clients. Own vehicle and a valid drivers license are required.
-May be required to work after hours at times.
-Ability to be available for weekly standby according to a roster.
Key Responsibilities:
Service Delivery:

-Delivers quality work with few comebacks, good ticket admin and adherence to process. Closes tickets with enough focus on solution and root cause.
-Client centricity: Meets ticket survey ratio levels. Target: 5% of tickets closed receive survey responses where the average survey rating is greater than 90%.
-Consistently meet MTTR targets - Less than 3 hours to respond.
-Time logged: meets productivity expectations consistently of 6.5 hours logged per workday.
-Address user tickets regarding hardware, software, and networking.
-Walk customers through installing applications and computer peripherals.
-Ask targeted questions to diagnose problems.
-Guide users with simple, step-by-step instructions
-Conduct remote troubleshooting.
-Test alternative pathways until you resolve an issue.
-Customize desktop applications to meet user needs.
-Record technical issues and solutions in logs.
-Direct unresolved issues to the next level of support personnel.
-Follow up with clients to ensure their systems are functional.
-Report customer feedback and potential product requests.
-Help create technical documentation and manuals.
Teamwork:

-Proactively shares knowledge within the team.
-Provides technical support and mentorship to the First Responder Team.
-Supports fellow team members to ensure the team succeeds collectively.
Personal:

-Drives own personal, technical and career development.
-Conducts themselves professionally always.
Core Competencies:

-Deciding and Initiating Action
-Working with People
-Adhering to Principles and Values
-Relating and Networking
-Presenting and Communicating Information
-Planning and Organising
-Coping with Pressure and Setbacks
-Achieving Personal Work Goals and Objectives
-Writing and Reporting
-Applying Expertise and Technology
-Learning and Researching
-Creating and Innovating
-Delivering Results and Meeting Client Expectation
-Following Instructions and Procedures
-Onsite client support.
-Proficient on Autotask
-Setting up computers/workstations
-Workstation Setups
-Workstation Reloads.
-Office Support
-Office 365 - Incidents & Requests
-Mimecast - Incidents and Requests
-End user hardware troubleshooting and Requests
-Logging tickets with 3rd party vendors for 3rd party applications
-Anti-virus end user support
-Client relationships/engagements

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