Requirements of the role:

Ability to work well in a team environment involving collaboration within the department and with other departments.
Manage day-to-day incidents and request along with any additional responsibilities as assigned.
Perform analysis, diagnosis, and resolution of PC/Server problems via MSP management platform
Receive and respond to incoming calls, service desk tickets, and/or emails regarding PC and/or hardware problems.
Work with end-users in analysing, troubleshooting, and resolving hardware/software and some basic network support issues.
Communicate with customers to keep them advised on the status of requests.
Research and attempt to resolve problems.
Accurately document instances of hardware failure, repair, installation, and removal.
Ensure confidentiality of sensitive and proprietary information; adhere to company security policies.
Develop an understanding for system environments and maintain technical expertise.
Provide quality customer care in a fast and efficient manner.
Highly responsive and sensitive to deadlines.
Follow-up and follow through.

To be successful you will have experience with the following:

Be proactive toward self-development with a desire to expand responsibility towards system administrator and onwards to 3rd line support
Excellent customer service including clear verbal communication
Experience troubleshooting a variety of issues on Windows (MAC also advantageous)
Experience with Windows AD group policy configuration,
Troubleshooting Windows 7-10
Basic server support (Microsoft Server 2008-2019)
Microsoft Office suite including Teams and OneDrive<