Supporting across computer systems (hardware and software), network infrastructure, telecommunications circuits, mobile devices, telephone systems, and audio-visual equipment.
The successor will independently assess reported problems or failures using diagnostic methods and tools, determine the likely cause and take appropriate action to resolve the problem in a timely manner.
Responsibilities include:
Functional:
- Maintains various Policy and procedure documents.
- Provides first-call resolution or triage for all calls.
- Provides reports to an agreed schedule (or on request), including management summary, KPIs and detailed performance reports.
- Ensures accurate logging incidents, service requests, access requests and changes.
- Ensures that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage.
- Ensures updates to the Knowledge Base (KB) with all troubleshooting performed and, if applicable, the resolution is made.
- Utilizes the KB and other support documentation to identify, isolate, diagnose and resolve end-users’ technical problems and provide information and status as requested.
- Completes initial diagnosis and progress all issues in a timely fashion to meet customer SLAs, resolving the incidents wherever possible.
- Escalates tickets to the appropriate Specialists if required.
- Forward tickets/requests to 3rd party suppliers where necessary and manage progress of these through to closure.
- Monitors Risks, Issues, Action Logs and Dependencies.
- Manages analyst performance monthly with a focus on adherence to SLA achievement, customer focus, proactive problem solving and incident avoidance, and expected telephony occupancy.
- Provide occasional out of hours support.
- Testing new technologies.
Technical:
- Install and configure wireless APs, routers, switches, printers, server hardware and software, and ensure the proper installation and configuration of workstation hardware and software for efficient operation on the network.
- Mid-level or more experience with Microsoft Azure, Active Directory and Office365.
- Mid-level or more experience with Atlassian products like the Jira and Confluence
- Knowledge of VMWare and ESXi.
- Understanding of Networking technologies and concepts.
- Basic experience with firewalls (Fortigate&Sophos)
- Basic experience with cabling. (Replacing connectors like RJ45 etc.)
- Use of System’s monitoring tools.
- Familiar with Windows and macOS Operating Systems
