ESSENTIAL SKILLS & EXPERIENCE:

0-2 years’ experience in a similar role
Previous experience working for a MSP
Active Directory
MS Windows
Office 365
Customer-facing experience
Confident working to client Service Level Agreements (SLAs)
Experience working in a broader service delivery function
Able to confidently support multi-site clients
An analytical problem solver who can work autonomously

Responding to inbound calls effectively
Logging customer issues, queries and requests into the internal ticket management system
Providing 1st line Server, Network & Desktop technical support
Conducting hardware configurations and software installations
Managing and working to internal and customer SLA’s, escalating problems when necessary
Creating and maintaining infrastructure documentation tailored to individual clients needs
Taking proactive end-to-end ownership to resolve issues when they arise
Managing client expectations through clear communication