Level 2 IT Support Officer

Job Description

As the company is going through an exciting rapid growth period, we are seeking a responsible and capable individual to join our Managed Services team. We are looking for an individual with experience in managed service and IT project management to join our team.

You will be working as an escalation point as well as managing your IT projects delivering a range of system and application support, system maintenance and project management. Within this role there is huge scope to advance your technical knowledge and your career, gaining exposure to a range of customer environments.

Key Responsibilities:

• Providing support services both Onsite and Remote including desktops, servers, network equipment and cloud services
• Responding to incidents and service requests within SLA
• Managing ticket queues, alerts, SLAs, and escalations
• Acting as an escalation point for the Service Desk, guiding and mentoring junior technicians
• Pro-actively maintaining customer systems to a high standard
• Designing and maintaining clients’ systems and network
• Project management
• Conducting scheduled maintenance procedures
• Determining the most effective manner to solve escalated incidents within prescribed Service Level Agreements (SLA)
• Documenting work clearly and accurately

Required skills and experience:

• Minimum five years’ experience in IT support and minimum of 3 years’ experience in a similar role, preferably in a Managed Service environment
• Qualification in Computing or IT
• Relevant certifications (MCSA, MCSE, CCNA/CCNP, ITIL4, Azure Engineer/Architect etc)
• Extensive and expert knowledge of all currently supported Microsoft and iOS operating systems
• Proficient with virtualisation solutions (VMWare/Hyper-V)
• Expert knowledge of Active Directory, Entra ID, IP Networking
• Excellent verbal and written communication skills
• Strong organisational skills and highly skilled at multi-tasking and prioritisation
• Excellent customer service skills
• Experience in working to SLA’s

Desirable Skills/Certifications

• SharePoint design/ administration is highly advantageous
• IP Telephony / SIP / VoIP / Hosted PBX
• Power Apps and power automate
• Cisco Certification

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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