About the Employer
A NFP organisation that prides itself on working collaboratively with team members and providing first class IT support to it’s 1500 plus staff. High priority is given to supporting customer satisfaction and demonstrating the essence of “customer care” in all areas of work.
About the Role
This role represents an ideal opportunity for someone with great communication skills to join a vibrant growing organisation, with a great team culture. The Technical Support role is the final escalation point within the Support team. Technical issues that cannot be resolved by Tier 1 and 2 support staff are escalated to Technical Support. The Tier 3 Technical Support is capable of troubleshooting and resolving the most difficult issues. This position works closely with the Operations Specialist, Systems Administrator and IT&T Manager.
Key responsibilities:
The Technical Support Engineer is the escalation point for technical support issues and mus have in-depth knowledge of various Microsoft Windows Operating systems, MS SQL database, LAN/WAN Networking and IT Network Operations experience in order to perform the following responsibilities:
- Provide “on-site” support to internal customers as needed.
- Responsible for escalating technical issues that could not be resolved by Tier 1 and 2 Technical Support Engineers to systems admin, operations specialist or external vendors
- Assist with the customisation and adaptation of existing programmes to meet users’ requirements
- Act as a back-up for Tier 2 Technical Support Engineers.
- Work continuously to increase Tier 2 TS Engineer product knowledge by reviewing escalated cases on a weekly basis.
- Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues.
- Perform remote and on-site analysis, diagnosis, and resolution of complex desktop, server and network problems
Knowledge and Skill Requirements
ICT support technicians are expected to have a solid understanding of the different computer programs, software and hardware packages for which they offer technical support.
- Android iOS Mobile Operating Systems;
- Windows PC - 7 to Current; Server 2008 - Current; Office 2010 - Current
- Excellent technical knowledge of desktop, server and network platforms, with working technical knowledge of current network protocols, operating systems, and standards e.g., Microsoft Windows.
- Network certification or similar industry experience configuring and diagnosing layer 2 and 3 IP networks
- Able to read and understand technical manuals, procedural documentation
- Strong written and oral communication skills, with ability to present ideas in user-friendly language.
- Strong client focus and a desire to assist thers
- Ability to analyse problems quickly and skilfully - root cause analysis
- Patience and perseverance
- Strong Technical ability
- At least 5 years experience in similar roles
- Current Drivers License
Desirable
Experience with Mobile device management solutions (MDM)
Experience supporting Citrix or Terminal services environments
Experience with VMware and or Hyper-V
Experience with Lync / Skype for business and Exchange environments
Remuneration is at market rate, reflective of your skills / experience.
Please send a cover letter and current resume.
Please Note: Only candidates who meet our Client’s selection criteria will be contacted. Thank you.
Job ID: MWCIT