WE ARE KOCHO.

Kocho recognise that technology on its own does not deliver change and offers technology adoption services alongside excellent technical consulting to enable our clients to achieve their business goals on their journey to Become Greater.
Our head office is in the heart of London’s West End and provides a comfortable working environment with flexible collaboration spaces that encourage our people to Become Greater with the aim to Do What’s Right.
We now have offices in Cardiff and Cape Town which follow the style of our London space.
Kocho is an equal opportunities employer. We make recruitment decisions based on qualifications, skill set and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs, or lack thereof, marital status, disability or sexual orientation or any other protected characteristic. This is mindset aligns with our company values as we understand that we are Better Together.
Role requirements:

THIS IS WHAT WE NEED FROM YOU:

• Strong experience in the IT industry, with any experience in the Financial /MSP sector preferable
• Support and hands-on knowledge of MFA & RSA
• Experience troubleshooting desktop issues, i.e. printers, network issues, user profiles, troubleshooting Microsoft applications.
• Anti-Virus – Windows Defender / Sophos / Trend / Symantec
• 2008/2012/2016 Windows server
• Active directory
• Good understanding of Exchange 2010/2013/2016, Office 365
• Email Filtering and Spam Applications i.e. Mimecast
• Monitoring platforms (level platforms / OMS / N-able / Solar-winds
• Office 365 / Azure

This role consists of remote triage and technical support to the Global end users of one of Kocho’s customers. Using the client’s internal systems, and managing the resolution of incidents and requests through to closure, while ensuring that service levels are maintained and SLAs met.

• Provide 2nd line support for all clients where assigned, over the phone utilising remote
• troubleshooting tools and techniques, interacting directly with the customer when necessary.
• Respond to alerts as required including testing, debugging and troubleshooting and provide detailed information on the nature of issues encountered.
• Complete initial diagnosis of all incidents and either resolve to the customers satisfaction using documented procedures and processes or escalate to 3rd line
• Lead by example to set the technical standards of the Company, actively promoting outstanding customer support.
• Communicate with clients in a courteous, efficient, effective and professional manner, keeping them updated and informed at all times.
• Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues
• Provide a single point of contact for end users support using all contact mediums
• Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion
• Understand and operate the escalations procedures
• Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion.
• Comply with all company, department and customer policies and procedures to include attending team meetings and completion of administrative tasks.