IT Helpdesk – Level 2

Posted 3 years ago

Job Features

DescriptionAs a Helpdesk team member, you are responsible for the handling first level support (and second level if qualified) of service requests. This relates to all technology, to include: workstations, servers, tablets, printers, phones, networks, vendor specific hardware, software, and general administration tasks.
Job FunctionsCommunication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages IT Support relating to technical issues involving Microsoft’s core business applications and operating systems Support of disaster recovery solutions Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets Work with the Service Desk Co-Ordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently Escalate service requests that require engineer level support Understand processes in Connect Wise by completing assigned training materials and blueprints on the Connect Wise University Accurately completing timesheets
Required SKillsActive Directory Administration (creation of users’ accounts etc.) Sound knowledge of Backup technologies (Symantec, Veam, Veritas, Storage Craft) – at least one. Office 365 Administration (user/mailbox creation) Microsoft Azure administration Exchange Administration (mailbox creation) Strong desktop knowledge, Windows 10 ,8 and 7 Strong Microsoft Office Skills Good Verbal and Written communication skills With strong initiative and passion to deliver quality service and advance his/her knowledge in technologies Goal oriented and practical in their solutions Good customer service skills – able to build rapport and exceed client’s expectations Can work both independently and as part of the team. Willing to work on Night Shift and Philippine Holidays
Technical SkillsMicrosoft Windows Server and Windows Desktop Troubleshooting Skills. Basic knowledge of Microsoft Windows 2008/2012/2016 server Strong experience in OFFICE 365 and/or AZURE Working experience in Citrix, VMware, Cisco Networking Demonstrate experience with, modem router setup and configuration. Working knowledge of wireless networks. Experience in configuring and maintaining back up technologies including Storage Craft, Diagnose and rectify WAN and LAN issues, including ADSL based technologies. Practical experience in PC hardware repairs is an advantage. Practical experience in deploying and migrating users from old PCs to new PCs A desire to work with SME businesses to directly support their IT infrastructure. Experience in CONNECTWISE ticketing system, preferred but not required Experience in LABTECH, preferred but not required

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