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Helpdesk Technician

The role of a Helpdesk Technician is to provide remote support via phone, email and
remote access for our external clients. Helpdesk Technician will be responsible for
responding to our client’s initial request and resolving if possible within both the
technician’s skill set and a suitable timeframe. If the technician is not capable of
completing the task then it is their responsibility to escalate the issues as per internal 
escalation procedures to ensure the task is completed to a suitable standard in a
timely fashion. Other duties will include monitoring of daily processes and
procedures such as backup monitoring and event monitoring from the monitoring
systems we have in place.

Duties:

  • Provide first level remote support to external clients
  • Perform daily administrative activities such as checking backups and alerts
    from the monitoring system
  • Perform proactive and reactive tasks for monitored environments
  • Complete internal tasks as required
  • Produce and maintain helpdesk documentation and other intellectual property
    of the company
  • Efficiently and effectively communicate with clients on a day to day basis regarding the status of their tickets.
  • Efficiently document all services in detail within the ticket management system
  • Understand and use our internal monitoring system for all client issues
    wherever possible

Skills/Experience/Qualifications Required:

  • Excellent customer service skills
  • Good time management and organizational skills
  • Ability to work under pressure and deal with multiple tasks
  • Problem solving skills
  • Proficient in English (written and verbal)

Skills/Experience/Qualifications Preferred:

  • Microsoft certifications (MCSE, MCTS)
  • Experience with all types of Intel hardware (Server and PC)
  • Experience with Microsoft business related technologies (Operating systems,
    SQL Server, Exchange ETC)
  • Experience with Anti-Virus solutions and Virus repair techniques
  • Basic experience with common backup technologies
  • Basic networking skills including Firewalls, VPN, Switching, DNS, DHCP ETC
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