Information Technology Support Analyst
Salary undisclosed
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The primary objective is to provide exceptional customer service, remote & on-site technical support to our clients as well as building/maintaining strong relationships expected by a trusted advisor.
POSITION OUTCOMES
- Provide in-depth helpdesk/service desk support to all users.
- Provide IT and application support to all users.
- Support and maintain all technology infrastructure.
- Liaise 3rd party relationships with vendors, suppliers, and support contractors.
- Facilitate Asset Management tasks.
- Manage the implementation of new technology.
- Customer service orientated.
- Support & mentor IT Support Coordinators and technicians.
- Act as escalation point for IT Support Coordinators and Technicians wherever necessary.
POSITION RESPONSIBILITIES
Provides predominantly remote and on-site technical support to clients under the guidance of the IT Support Team Lead/ Service Delivery Manager and as part of a team. The position involves but is not limited to:
- Customer liaison via email, and phone.
- Assist with software installations and updates.
- Log and categorize service requests through helpdesk system (ConnectWise)
- Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service.
- Assist with network and server management.
- Ownership of customer environments and provide specialist expertise for those customers.
- Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Support Team Lead/ Head of Service Delivery.
- Handle more complex technical issues.
- Protect Organisation’s ‘Character’ by keeping internal and external information confidential.
- Embody the values set by the company.
- Aid in the fulfilment of the organisations Vision & Mission through the completion of all requested tasks within your capabilities.
POSITION COMPETENCIES
- Experience in a client-focused IT technical support role.
- Experience with an MSP preferred.
- Good understanding of common IT systems and software.
- Excellent communication and customers service skills, and an enthusiastic approach to customer service.
- Demonstrated high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range of clients
- Ability to work independently, yet part of a collaborative team
- Strong Organisational and time management skills.
- Ability to de-escalate IT issues encountered and communicate with clients on turnaround times and resolutions.
POSITION QUALIFICATIONS
- Strong technical knowledge and troubleshooting skills.
- Technical ability to resolve complex incidents within a Windows environment.
- Active Directory user and group administration.
- Administration of Exchange and O365.
- Mentoring skills.
- Hands on experience with setup and troubleshooting of computer hardware and peripherals.
- Relevant technical training, certifications, and education.
- Service Management certifications (e.g. ITIL).
POSITION EXPERIENCE REQUIRED
- 3-5 years IT experience supporting Microsoft Office and Windows Infrastructure environments.
- Qualification in key core system technology.
- Advanced communication skills.
- Proven experience supporting end users via training and correspondence.
POSITION EXPERIENCE DESIRED
- ITIL Certification.
- Experience using systems - including Office 365, Skype for Business, Teams, Active Directory and Exchange.
Please note that the successful applicant will be subject to a reference and background verification check prior to being onboarded with the business,
The primary objective is to provide exceptional customer service, remote & on-site technical support to our clients as well as building/maintaining strong relationships expected by a trusted advisor.
POSITION OUTCOMES
- Provide in-depth helpdesk/service desk support to all users.
- Provide IT and application support to all users.
- Support and maintain all technology infrastructure.
- Liaise 3rd party relationships with vendors, suppliers, and support contractors.
- Facilitate Asset Management tasks.
- Manage the implementation of new technology.
- Customer service orientated.
- Support & mentor IT Support Coordinators and technicians.
- Act as escalation point for IT Support Coordinators and Technicians wherever necessary.
POSITION RESPONSIBILITIES
Provides predominantly remote and on-site technical support to clients under the guidance of the IT Support Team Lead/ Service Delivery Manager and as part of a team. The position involves but is not limited to:
- Customer liaison via email, and phone.
- Assist with software installations and updates.
- Log and categorize service requests through helpdesk system (ConnectWise)
- Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service.
- Assist with network and server management.
- Ownership of customer environments and provide specialist expertise for those customers.
- Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Support Team Lead/ Head of Service Delivery.
- Handle more complex technical issues.
- Protect Organisation’s ‘Character’ by keeping internal and external information confidential.
- Embody the values set by the company.
- Aid in the fulfilment of the organisations Vision & Mission through the completion of all requested tasks within your capabilities.
POSITION COMPETENCIES
- Experience in a client-focused IT technical support role.
- Experience with an MSP preferred.
- Good understanding of common IT systems and software.
- Excellent communication and customers service skills, and an enthusiastic approach to customer service.
- Demonstrated high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range of clients
- Ability to work independently, yet part of a collaborative team
- Strong Organisational and time management skills.
- Ability to de-escalate IT issues encountered and communicate with clients on turnaround times and resolutions.
POSITION QUALIFICATIONS
- Strong technical knowledge and troubleshooting skills.
- Technical ability to resolve complex incidents within a Windows environment.
- Active Directory user and group administration.
- Administration of Exchange and O365.
- Mentoring skills.
- Hands on experience with setup and troubleshooting of computer hardware and peripherals.
- Relevant technical training, certifications, and education.
- Service Management certifications (e.g. ITIL).
POSITION EXPERIENCE REQUIRED
- 3-5 years IT experience supporting Microsoft Office and Windows Infrastructure environments.
- Qualification in key core system technology.
- Advanced communication skills.
- Proven experience supporting end users via training and correspondence.
POSITION EXPERIENCE DESIRED
- ITIL Certification.
- Experience using systems - including Office 365, Skype for Business, Teams, Active Directory and Exchange.
Please note that the successful applicant will be subject to a reference and background verification check prior to being onboarded with the business,