SMART IT Providers Ltd
requires Two IT Support Technicians to join the company to provide IT support technical
services..
Key Duties:
❖ Follow documented procedures to provide technical support to IT users and advise users on how to resolve Software and Hardware problems.
❖ Work in conjunction with other IT support groups to ensure successful resolution of desktop-related issues and other IT issues where an on-site presence is required.
❖ Ensure any incidents which cannot be resolved directly are passed to relevant second- or third-line support groups, liaising with the IT Service Desk as necessary.
❖ Use IT service management software including the ticketing system and liaise with the IT Service Desk to ensure incident and service request tickets are recorded and tracked as necessary,
❖ Pro-actively monitor call queues as instructed to ensure all incidents and service requests are progressed and updated through to completion,
❖ Provide help and advice to users based on established policies, standards, procedures and best practices. Execute, manage, and lead users through the on-boarding technical and support process
❖ Participate in office moves ensuring IT equipment is moved safely and re-commissioned as required by the business,
❖ Help to manage the more complex problems to appropriate IT professionals and maintain
on-site inventory of IT equipment and spares, making sure necessary asset and configuration records are updated and maintained.
❖ Act as the representative of the Information Services function on behalf of the company.
❖ Research possible solutions in user guides, technical manuals and other documents
.
Key Skills: ❖ The successful candidate must hold any degree with demonstrable experience within the IT Environment or minimum proven experience in a 2nd line support role or similar position. ❖ Excellent problem-solving and communication skills. Should demonstrate initiative and ability to resolve customer problems under pressure in a fast paced environment. The engineer must have strong interpersonal skills and a high level of understanding the customer’s needs. ❖ Extensive experience in administering, maintaining, and monitoring Microsoft SCCM, Intune (including Active Directory, Defender and Group Policies) systems and in an Enterprise environment. ❖ Knowledge and Experience in an enterprise-level LAN management, systems configuration, network directories, domain name services, authentication, email, security, and backup functions is preferable. ❖ Must have experience in hybrid cloud infrastructure solutions and implementations. ❖ Knowledge of Virtual Desktops and systems such as Citrix, Or VMWare beneficial. ❖ Hands on experience of day-to-day responsibilities for overall PC build, including remote and manual software installation. Applying firmware updates, software patches and updates to achieve optimum product functionality. ❖ Experience in Azure AD, Intune identity & access management. ❖ Formal accreditation in ITIL v3, V4 or equal amount of experience in working with the same principles desired. ❖ Experience with Ticketing systems such as Service Now is desirable Please apply with an up to date CV by email to HR@smart-it-providersltd.com