DESIRED EXPERIENCE & QUALIFICATION

• 5-10 years’ experience in a similar role, preferably within a multi-customer environment
• Broad and deep technical knowledge of multiple technologies.
• Microsoft or other industry certifications (e.g. MCSE,O365,Azure,Ubiquiti)
• Solid Microsoft server knowledge and experience (AD, DNS, DHCP, GPO, File and Print)
• Solid knowledge of Microsoft Cloud technologies including Office 365 and Azure
• In-depth knowledge and experience of LAN and WAN technologies ie. switches, wireless and firewalls.
• Solid experience with data backups, disaster recovery and business continuity.
• Experience collaborating with third party vendor support, e.g. Sage Support, to resolve customer issues.
• Must have VoIP experience
• Strong problem-solving abilities to quickly identify, analyse, and effectively solve complex technical problems.
• Excellent communications skills, both verbal and written
• Fluency in English is a MUST
  Job Type: Full-time
  Work Location: In perso

• Provide Level 3 remote support to international customers in a fast-paced environment.
• Taking technical ownership of high priority customer issues.
• In-depth troubleshooting of issues on Servers, PCs, Laptops and peripherals including network connectivity, email, printing etc.
• In-depth support for all Microsoft Cloud services e.g. O365, SharePoint etc.
• React to service outages promptly with adherence to standard operating procedures.
• Test fixes to ensure problem has been adequately resolved.
• Assist with designing data and network architecture as well as implementation.
• Implement and maintain backup strategies for customers.
• Perform security audits for customers.
• Taking escalations from Level 1 and Level 2 engineers and act as the final point of escalation.
• Offering mentorship and oversight to L1 and L2 engineers.
• Liaising and working with third party vendor support to resolve customer problems.
• Ensure technical documentation is up to date for the Helpdesk to follow.
• Continuous training and development particularly on Microsoft technologies.