IT Helpdesk Support Technician Level 1/2

Job Description

Requirements:

Previous experience in a service desk or desktop support role and relevant tertiary qualifications are required for this role. Our ideal candidate will have some knowledge and experience with the following:

• Demonstrated knowledge of Microsoft Operating systems, O365 Services (Exchange online, SharePoint online, OneDrive, MS Teams) and Active Directory
• Troubleshooting of Level 1 software and hardware faults
• Microsoft 365 user management, configuration and troubleshooting
• Basic knowledge of VMware and Hyper-V environments
• A good understanding of basic networking concepts including routers, switches, firewalls
• VPN and remote access solutions
• Backup software and solutions
• Helpdesk ticketing and RMM systems
• Experience with endpoint protection products
• A basic understanding of cyber security products including EDR, SIEM, Application Control 
• A minimum 1-2 years experience is required in a Helpdesk or similar support role

You should also possess:

• Strong analytical and problem-solving skills to be able to diagnose and resolve entry level technical and hardware issues
• Excellent communication skills and a proactive mindset

Job tasks and responsibilities

• Triage incoming tickets and allocate tickets to the appropriate resources for resolution
• Troubleshoot customer issues efficiently and effectively using remote support tools
• Responding to and resolving desktop, server, and network issues
• Resolve a range of Level 1 – 2 customer issues including password issues, 365 issues, access problems, backups, cloud hosted phone configuration issues and more
• Escalation of tickets to level 2 and 3 support when required
• Manage onboarding and offboarding of users in managed customer environments
• Assist with patch management, cyber security compliance and maintenance for managed clients
• Keep ticket notes, client information and configuration items up to date
• Adherence to SLAs and prioritisation of incidents
• Create and update new Helpdesk documentation as required
• Training and research to stay up to date with new technology

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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