1st & 2nd Line IT Support Technician

• We act as the first point of contact for IT support requests via phone, email, and ticketing system.
• We log, prioritise, and manage incidents and service requests.
• We resolve common hardware, software, and account-related issues.
• We reset passwords and unlock user accounts.
• We install standard software and configure user devices.
• We escalate unresolved issues to senior engineers when appropriate.
• We keep users informed of ticket progress.
• We maintain accurate documentation within the service desk system.
• We monitor patch management tools.
• We troubleshoot more complex desktop, laptop, printer, and peripheral issues.
• We diagnose Windows operating system and Microsoft 365 problems.
• We configure and support user accounts in Active Directory and Microsoft Entra ID (Azure AD).
• We support networking issues including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• We install, configure, and maintain desktop and laptop hardware.
• We support mobile devices and remote users.
• We assist with server administration and system maintenance.
• We participate in IT projects, upgrades, and migrations.
• We create and maintain technical documentation and knowledge base articles.

Technologies:

• Active Directory
• Azure
• Hardware
• Hyper-V
• Support
• ITIL
• ITSM
• Microsoft 365
• Mobile
• Network
• SharePoint
• TCP/IP
• VPN
• VMware
• Windows
• Office 365
• Cloud
• Cisco

More:

We provide first and second-line technical support to end users, helping ensure timely resolution of IT incidents and service requests while delivering excellent customer service and maintaining agreed service levels. We support desktop hardware, software, user accounts, networks, and business applications across a modern Microsoft-focused environment, with exposure to technologies such as Windows 10/11, Microsoft 365, Teams, Exchange Online, Active Directory, Microsoft Entra ID, Intune, SharePoint Online, OneDrive, VMware or Hyper-V, and common networking equipment. We work to clear KPIs including first contact resolution, SLA compliance, response and resolution times, customer satisfaction, backlog management, and documentation quality.

• We need 2-3 years of experience in an IT Service Desk or Desktop Support environment.
• We need experience supporting Windows desktop environments.
• We need experience with Microsoft 365 administration.
• We need familiarity with ITIL service management practices.
• We need experience working to SLAs and KPIs.
• We need strong analytical and problem-solving skills.
• We need excellent communication skills.
• We need a customer-focused approach.
• We need the ability to prioritise workload.
• We need the ability to work independently and as part of a team.
• We need a willingness to learn new technologies.
• We need a positive, proactive attitude.
• Desirable: CompTIA A+.
• Desirable: CompTIA Network+.
• Desirable: Microsoft Certified: Endpoint Administrator Associate.
• Desirable: Microsoft 365 Certified.
• We need Windows 10/11 administration skills.
• We need Microsoft 365 administration skills.
• We need Active Directory experience.
• We need Microsoft Entra ID (Azure AD) experience.
• We need Exchange Online experience.
• Desirable: Intune experience.
• Desirable: Jamf experience.
• We need basic networking knowledge, including TCP/IP, DNS, and DHCP.
• We need VPN configuration and troubleshooting skills.
• We need hardware diagnostics and repair skills.
• We need experience with remote support tools.
• We need experience with ITSM/ticketing systems.
• We need excellent troubleshooting skills.
• We need strong communication and customer service skills.