SENIOR IT SUPPORT TECHNICIAN

Your:

• Formal Education:
• Relevant degree or diploma
• Microsoft 365 Administrator (MS900 & MS102)
• Microsoft Azure Fundamentals (AZ900) & Azure Administrator (AZ104)
• A+/ N+/ and Security+ Certification
• ITIL V3/4
• Experience:
• 6+ years technical experience
• Experience working in Microsoft 365 Environment
• Experience working in Microsoft Azure Environment (Including Entra ID)
• Experience working with enterprise support desk software
• Experience in the financial services industry would be advantageous

will enable you to:

• People & Service Providers
• Interface with management, IT Support Technicians and users.
• Manage call load to ensure the exceeding of customer expectations. Escalate issues as appropriate.
• Train IT Support Technicians
• Service Providers:
• Attend regular operational meetings with external providers
• Ensure open communication and an effective support process
• Ensure uptime and availability of systems in line with KPAs or SLAs
• Processes
• Remain knowledgeable of complex operating systems on workstations and servers, local networks, wiring schemes, wide area networks, LAN/WAN connectivity, and data communications protocols
• Assists with and resolves complex support issues, also acts as 2^ndline support to IT Support Technicians. Provides technical leadership and handles escalated issues.
• Implement instructions or requests in line with company procedures
• Capture comprehensive notes and documentation for every engagement.
• Create and continuously update knowledge base articles
• Fault tracking and reporting
• Regular feedback to internal stakeholders and line manager
• Educate employees regarding IT matters and Group policies, processes and standards
• Attend to support calls escalated from IT Support Technicians.
• Handle customer support calls.
• Take ownership of every issue to ensure it is completely resolved.
• Pro-actively monitor the environment and attend to problem resources or escalate issues as and when required.
• IT Support Desk
• Customer communication that ensures a high level of satisfaction and sets appropriate expectations.
• Ensure that Technical Support Services calls and enquiries are answered in a timely, efficient and knowledgeable manner.
• Follow up and support overdue support calls.
• Projects
• Support the software development and sales teams to ensure smooth delivery of systems.
• Consult with business teams and advise them on best solutions/scoping of systems.
• Support implementation of projects in line with company procedures
• Technology
• Identify any shortcomings and opportunities to improve infrastructure
• Identify and communicate any recurring problems
• Oversee technological infrastructure