Description:
Summary Of Essential Job Functions
- Diagnose and resolve software and hardware incidents, including operating systems (Windows) and across a range of software applications.
- Maintain a high level of customer service by responding to user requests in a timely fashion and work independently to complete assigned tasks as quickly as possible.
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the user as soon as possible; escalating incidents to support team where necessary.
- Accurately record, update and document requests using the IT Helpdesk system ManageEngine ServiceDesk.
- Assist with administration of Office365 including email and SharePoint.
- Maintain Windows Active Directory, Users, Groups and other records as needed.
- Intune and Autopilot Device Management required.
- Intune administration a plus
- Be able to communicate effectively with technical and non-technical colleagues at all levels in the organization.
- Work within the relevant legislation, policies and procedures.
- Troubleshooting issues relating to AV equipment and conference rooms.
- Install, configure, and test computer hardware, networking software and OS software both manually and via endpoint management tools.
- Assist in planning, coordination, and implementation of company network security measures to protect data.
- Assist with Server and Network Team support (Level 1-2 support)
Required Knowledge, Skills And Abilities
- Be a highly self-motivated team player with the skills and ability to manage changing priorities.
- Understanding of Office365, SharePoint, Exchange Online and Teams.
- Assist remote users over the phone and through Microsoft Teams.
- Create, maintain, and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
- Experience with Microsoft Office365, Active Directory administration, and virtualization technologies.
- Experience with endpoint maintenance, software installation, diagnostics, and repair.
- Proficient with Windows 10, Windows 11, Windows Server (2012 and above) and the Microsoft Office suite. Linux a plus
- Experience with Intune and Autopilot
- Network peripheral configuration, management, firmware upgrades, and diagnostics.
- Demonstrable skills debugging issues on client machines.
- Demonstrable understanding of cyber security.
- Able to learn quickly and work productively.
- Outstanding user service skills and time management skills.
- Effective communication skills, both written and verbal in English.
- Education and Experience: BA or BS degree or at least five years' experience in an IT environment