Information Technology Support Engineer

POSITION SUMMARY

The primary objective is to provide exceptional customer service, on-site technical support to our clients, as well as building/maintaining strong relationships expected by a trusted advisor.

Please note that we are looking for multiple experienced and proficient IT Support professionals to join our business.

POSITION OUTCOMES

• Provide highly complex technical helpdesk/service desk support to all users.
• Provide IT and application support to all users.
• Support and maintain all technology infrastructure.
• Liaise 3rd third-party relationships with vendors, suppliers, and support contractors.
• Facilitate Asset Management tasks.
• Manage the implementation of new technology.
• Customer service orientated.
• Support & mentor IT Support Technicians and Analysts.
• Act as an escalation point for IT Support Technicians and Analysts wherever necessary.

POSITION RESPONSIBILITIES

Provides predominantly on-site technical support to clients under the guidance of the IT Support Team Lead/ Service Delivery Manager and as part of a team. The position involves but is not limited to:

• Provide advanced technical support to customers.
• Troubleshoot and resolve highly advanced IT issues.
• Customer liaison via email and phone.
• Log and categorize service requests through the helpdesk system (ConnectWise)
• Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high-quality customer service.
• Participate in IT project design and implementation.
• Ownership of customer environments and providing specialist expertise for those customers.
• Ownership of high-level escalations.
• Act as an escalation point for any issues encountered by IT Support Technicians and Analysts.
• Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Support Team Lead/ Head of Service Delivery.
• Handle more complex technical issues.
• Protect the Organisation's 'Character' by keeping internal and external information confidential.
• Embody the values set by the company.
• Aid in the fulfilment of the organisations Vision & Mission through the completion of all requested tasks within your capabilities.

POSITION COMPETENCIES

• Advanced general technical expertise.
• Experience with IT project work/ management.
• Experience in a client-focused IT technical support role.
• Experience with an MSP preferred.
• Excellent communication skills, both written and verbal, and being able to interact with end-users effectively.
• Advanced Server and Network knowledge in cloud and on-premise infrastructure.
• Demonstrated a high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range of clients.
• Ability to work independently, yet part of a collaborative team.
• Strong analytical and advanced troubleshooting skills.
• Strong Organisational and time management skills.
• Ability to de-escalate IT issues encountered and communicate with clients on turnaround times and resolutions.

POSITION QUALIFICATIONS

• Technical ability to resolve complex incidents within a Windows environment.
• Active Directory user and group administration.
• Administration of Exchange and O365.
• Hands-on experience with the setup and troubleshooting of computer hardware and peripherals.
• Relevant technical training, certifications, and education.
• Service Management certifications (e.g., ITIL).

POSITION EXPERIENCE REQUIRED

• 5+ years of IT experience supporting Microsoft Office and Windows Infrastructure environments.
• Qualification in key core system technology.
• Advanced communication skills.
• Proven experience supporting end users via training and correspondence.

POSITION EXPERIENCE DESIRED

• ITIL Certification.
• Experience using systems - including Office 365, Skype for Business, Teams, Active Directory, and Exchange.

Please note that the successful applicant will be required to submit a completed police clearance certificate and reference checks prior to being onboarded with the business.