Purpose of Role:
MUST have at least 6 months of experience in IT Service Desk / Windows Server / Wintel / Technical Support / Remote Support Services.
Experience dealing with international clients or customers preferred.
To provide customer service Inbound & outbound support to Brennan IT clients, engineers and staff.
To coordinate, collaborate and escalate task within established timelines.
To continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings.
Essentials Skills:
Excellent communication skills with international calling customer experience are preferred.
Ability to work under pressure to meet service level agreements.
Great customer service experience is must.
Microsoft 0365 Basics and Licences.
Active Directory Basics (User, Groups, Attributes, Organisation Units)
Understanding the difference between Domain and Work Group.
Multi Factor Authentication.
Understanding on VPN.
Understanding on Distribution List, Security Group, Dynamic Groups, Shared Mailbox (And their differences with each other)
Email Filters e.g Mimecast, Proofpoint.
Understanding of Mail Flow.
Configuring Outlook and troubleshooting.
Configuring Network Printer/Offline Printer.
Mapping Network Drives- Folder Access.
Basic understanding on Intune & Azure.
Basic understanding of SCCM.
Basic understanding of DNS, DHCP, TCP IP Protocols.
Basic understanding on Windows desktop troubleshooting.
Basic understanding of antivirus alert management. E.g Sophos, Sentinel one, Crowd strike etc.
Installing & configuring software as per client’s requirements.
Resolving 1st level network & connectivity issues.
Maintaining documentation and knowledge base articles for common issues and solutions
Excellent time management skills to prioritize tasks and meet service level agreements (SLAs).
Attention to detail to accurately document and track issues and requests.
Adaptability and willingness to learn new technologies and processes.
Familiarity with ITIL (Information Technology Infrastructure Library) best practices and service desk processes.
General Requirements:
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
Excellent verbal and written communication skills.
Ability to provide technical support over the phone; good phone etiquette, professional demeanour, previous customer service experience strongly desired.
Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
Ability to handle constantly changing flow of call; remain productive during avail times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Ability to think around problems and come up with creative solutions.
Ability to work with or without direct supervision.
Willing to work in a 24×7 work environment.
Desired Skills:
Servers, O365, Intune, Mimecast, Exclaimer, Sophos/Crowdstrik/Defender/SentinalOne, VMware, DHCP, DNS, Group Policy, Hyper-V, SCOM, SCCM – Knowledge is highly preferable.
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