First Line IT Support

• Remote IT Telephone Support for customers
• Remote assistance to end users covering hardware, operating system, file and print, personal productivity suites, email, Internet, Intranet access
• Provide remote support using any industry accepted remote support software
• Interface and collaborate with other 3rd party vendors to ensure seamless integration and support services
• Adherence to a call logging process
• Password resets/mail routing/new accounts etc
• Logging customer queries and meeting SLA’s
• Updating existing tickets with SLA time
• Remote IT Maintenance for customers
• Ensuring that the operating system and personal productivity applications are up to date with the latest service packs, patches and drivers
• Ensuring that the operating system and personal productivity applications are configured for optimal performance using industry best practice
• Scheduled Server maintenance
• Onsite IT Support for customer
• Installation, configuration, move and/or upgrades to all designated EUC devices, both software and hardware, including peripherals and their associated drivers
• Onsite Project installation work
• Escalate when needed to in accordance with SLA

• Minimum of 1 years in a Desktop Support environment
• Proficient with Windows Desktop Operating Systems essential (Windows 7/8/10) / MAC
• Basic Experience with Windows Server Operating Systems
• Proficient with Microsoft Office Applications essential (2016 / 2019 / Office 365)
• Basic Networking knowledge ex (DHCP, DNS)
• Basic Experience with various Internet Connectivity Mediums essential, ex ADSL, Fibre
• Basic Experience with Enterprise Antivirus packages
• Basic Experience Backup management
• A Levels
• Have previous IT remote telephone support experience
• Fluency in English is mandatory
• Good personality
• Willingness to learn

A+, N+ or Microsoft MCSA /MCSE optional

• Training and development plans
• Staff bonuses and holiday incentives