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Responsibilities:
1. Providing 1st/2nd Line technical support, answering support queries, via ticketing system, email and telephone.
2. Resolve cases remotely (ServiceNow/email/phone) where possible, or directly on customer sites (as and when needed) in line with target resolve times.
3. Ensure that 1st/2nd Line cases are managed through to resolution, ensuring customer communication, case updates, Knowledge Base articles and activities are all performed to a high standard.
4. Be part of 24/7 rota.
5. Manage own time effectively and efficiently, ensuring expectations are managed and communicated.
Experience Required:
1. Experience of working in a busy and dynamic Managed Services Environment with the following technologies:
2. Windows Server (2012 - 2019)
3. Virtualisation (HyperV and VMWare)
4. Office 365 Administration
5. Exchange Server
6. MS Remote Desktop Services and Thin Client Devices
7. Good level of TCP/IP networking and wireless networking knowledge
8. Antivirus (Sophos or similar)
9. Windows 7-10 client support
10. Experience dealing with external customers delivering to SLAs.
11. Must be flexible, and able to work outside of business hours as needed.
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