Vacancy expired!
Primary Job Functions
· An experienced technical support engineer capable of solving complex problems whilst also providing technical leadership and support to our growing team in Idaho Falls, ID. The role is a key part of the Premier Help Desk strategy and as such, provides various opportunities for learning, development and career progression.
· Utilize telephone, email and internal systems to provide technical support to customers and fellow staff.
· Efficiently and accurately record customer interactions in the ticketing system.
· Follow internal policies and procedures to facilitate and maximize outcomes for the customers.
· Manage escalated unresolved tickets to appropriate support specialist or service group and take ownership.
· Provides support in supervising the day-to-day activities of the team and ensure to meet service delivery requirements.
· Assist in the orientation, induction and training of New Hires.
· Ensure Service Level Agreement and Standard Operating procedures are met.
· Ensure the efficient handling and resolution of reactive service tickets.
· Ensure timely referral of tickets to escalation engineers as required.
Qualifications
· Extensive Knowledge in Active Directory Administration.
· Sound knowledge of Backup technologies (Datto, Veeam, Storage Craft) – at least one.
· Expert in Exchange and Office 365 Administration.
· Extensive knowledge of Windows Server Management.
· Strong knowledge of Windows Desktop Operating Systems.
· Strong Microsoft Office Skills.
· More than 4 years’ experience in technical support roles.
· Directly support the IT Help desk team in their technical concerns and escalations
· Liaise with help desk leads and managers on identifying potential trends on major incidents, process improvements, issues or difficult situations
· Ensure Help desk and other client specific processes are adhered to at all times
· Provide front line, technical solutions wherever possible, ensuring customer satisfaction at all times.
Technical Skills
· Configuring, Managing & Deploying AD, DNS, WSUS, RIS, GPO, FTP, DFS, IIS, LDS & DHCP in Windows Server 2012-2019 including Small Business Servers
· Configuring, Managing & Maintaining Virtual environment (VMware,Hyper-V, Virtual Box etc)
· Configuring & Managing modem router setup
· Configuring & Managing of wireless networks
· Configuring & Maintaining back up technologies
· Diagnosing and rectifying WAN and LAN issues, including ADSL based technologies
· Configuring & Managing different networking equipment (Modem & Router, Switches, Firewalls, WAN Accelerators, DNS, DHCP, Proxy servers etc…)
· Configuring & Managing of wireless networks
· Remote access solution implementation and support: VPN, Terminal Services, and Citrix
· Managing network equipment to the latest firmware releases
· Practical experience in deploying and migrating users from old PCs to new PCs.
· Windows 10/8/7 desktop troubleshooting Skills
· Solid experience in managing simultaneous major incidents from detection to complete resolution
· Solid experience in managing simultaneous major incidents from detection to complete resolution
· Practical experience in PC hardware repairs is an advantage.
QUALITIES
· A warm and professional phone manner with a strong focus on customer service.
· Ability to genuinely connect with, understand, and help people.
· A natural aptitude for technology.
· Ability to act as a final point of call and resolve issues which the team has escalated.
· Attention to detail and a pride in quality of work.
· A strong desire & motivation to grow and develop.
· Ability to provide feedback and information on people and processes to the team leaders and management team where required to identify and improve service delivery.
· A good sense of humor!
· The ability to think on your feet and pick things up quickly.
· Demonstrated academic ability in the IT industry (university, tertiary or vendor qualification)
Experience with a ticketing system for job management.
Certifications (Good to have but not required)
· Microsoft Certified Desktop Support Technician (MCDST)
· Microsoft Certified Technology Specialist (MCTS)
· Microsoft Certified IT Professional (MCITP)
· Microsoft Windows Server Certification
· CCNA/ CCNP
ITIL Certified
Vacancy expired!