Specific Duties and Responsibilities
Provide 1st and 2nd level end user support to PCs and Macs including Line of Business Applications and peripheral support via phone, email, on site and remote support tools
Provide system administration and support of Active Directory, Office 365, Azure AD and Intune.
Monitor security and system alerts, action and escalate as required.
Liaise with vendors and other third parties to arrange repair of faulty equipment or restoration of service.
Log, action and resolve service requests via Connectwise so that the client and other technicians can understand or assist.
Create and maintain system and network documentation.
Maintain Operating System and 3rd party application security patching and develop automation to improve efficiency.
Ensure response and resolution targets are met while owning the issue and escalating appropriately.
Adhere to change control, compliance, operational and security procedures.
Perform desktop and laptop builds with SOE using deployment tools and Intune
Provide end user training for new starters and system upgrades (eg Office 365 productivity or new notebooks)
Assist with client security and compliance audits to align to Calypsi and clients with industry best practise
Undertake project work and be responsible for timely and accurate delivery.
Partake in security and market knowledge transfer within the team
This role requires some onsite presence at the client sites.
Proven experience delivering outstanding customer service to all levels of end users either in email, over the phone or in person.
Outstanding written and communication skills and the confidence and ability to build report with all levels of client staff.
A thirst for knowledge and a desire to upskill in cloud technologies, security, compliance and infrastructure
A high level of initiative, ownership, accountability, attention to detail and ability to follow processes and instructions
Excellent analytic and trouble shooting skills and a desire to get it right the first time.
The ability to work well within a team environment as well as autonomously.
Able to build strong working relationships with team members and clients
Ability to work in an accountable and fast paced environment
Conscientious application of security and risk management best practices
Industry certifications in areas such as Microsoft (MS-103, AZ-103)
Knowledge of ITIL service management framework
Working experience with Connectwise Manage, N-able, ITGlue, Sophos.