Senior IT Support Specialist
5 days ago
Milestone IT is currently working with a leading healthcare organization that has an exciting opportunity for an experienced IT ServiceDesk Engineer to join a dynamic team.
Working with a team of IT specialists, you will be providing Level 1 support to users, ensuring seamless technical assistance and resolving technical issues efficiently.
Key Responsibilities include:
- Assisting the level 1 team with resolving service desk tickets and escalating complex issues to senior engineers.
- Collaborating with the Engineering Team as a cross-over resource to resolve technical issues and improve overall system performance.
- Working closely with the Team Leader to resolve escalated issues and provide technical guidance to junior team members.
- Mentoring the L1 service desk team and helping develop technical documentation to improve knowledge sharing and best practices.
- Providing support for Active Directory, operating system builds from images, and troubleshooting to ensure smooth system operations.
- Performing proactive and reactive troubleshooting to identify potential problems and implement preventive measures.
- Providing reports as requested by management or customers to ensure transparency and accountability.
Requirements:
- Minimum of 2-3 years of experience in performing level 2 support and technical troubleshooting.
- Detailed knowledge and experience of Microsoft Office Suite, including advanced features and functionality.
- Detailed knowledge of various desktop and server operating systems, including installation, configuration, and troubleshooting.
- High-level experience with O365, including migration, deployment, and maintenance.
- Strong networking knowledge, including network architecture, protocols, and security.
- Strong understanding of Citrix, including deployment, configuration, and troubleshooting.
- Friendly, welcoming, and professional demeanor with excellent telephone manners.
- Well-presented, hardworking, and enjoys working in a team environment.
- Excellent written and verbal communication skills, with the ability to articulate technical information to non-technical stakeholders.
- Ability to work well independently and productively within a small team environment.
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