Systems Support Officer

Role:

The Support Officer is first port of call for service requests. This relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software. The position also entails monitoring of our customer’s infrastructure, with maintenance performed as required. 

Key Responsibilities:

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• IT support relating to technical issues involving customer core business applications and operating systems. 
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Basic remote access solution implementation and support: VPN and Terminal Services.
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
• System documentation maintenance and review in ConnectWise. 
• Preparation of new equipment for customer deployments. 
• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Work with the next level Engineers to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently. 
• Escalate service requests as required.

Skills & Experience:

• Detailed knowledge of IT desktop applications, processes, software, and equipment. 
• Removal of spyware and viruses. 
• Experience in current Microsoft desktop operating systems. 
• Experience with Microsoft Office. 
• Experience in Windows & Exchange Server, Active Directory, Office 365
• Ability to manage a server using system management interface. 
• Understanding of virtualisation. 
• Understanding of basic networking technologies. 
• Troubleshooting and problem solving skills in ICT, including servers, desktops, printers and networks. 
• Ability to install, configure and troubleshoot software packages including Microsoft packages and client facing line of business packages. 
• Understanding of ConnectWise and LabTech. 
• Experience with Remote Management and Monitoring (RMM) tools and Professional Services Automation (PSA) tools. 
• At least 2 years’ experience in a helpdesk role. 
• Strong organisational, presentation, and customer service skills. 
• Superior written and verbal skills (must be fluent in English) and the ability to communicate clearly and effectively over the phone. 
• Strong written communication skills in documenting processes, procedures and system schemas. 
• Good typing skills to ensure quick and accurate entry of service request details. 

What is on offer:

• Base salary + super 
• Permanent position
• Excellent office & culture -where people enjoy their job, and always learn a lot

How to apply:

Other titles for this role in other organisation might be: Other titles for this role in other organisation might be: Service Desk Analyst, Helpdesk Analyst, IT Support Analyst, System Support, Support Engineer, Junior IT Administrator, IT Helpdesk Consultant, Desktop Support, L1 System Engineer, etc.