What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Excellent customer-facing and service skills
- Ability to connect with customers and build rapport
- Experience in 2nd or 3rd line IT support/service desk role required
- Experience with Microsoft 365 software required
- Experience using Autotask desirable
- Certified in Microsoft 365 Administrator/Expert advantageous
- Certified in Microsoft Azure Administrator/Expert advantageous
- Certified in other Microsoft Cloud technologies advantageous
Nice to have
- Organised
- Self-motivated
- Creative problem-solving
Day to day
- Responsible for managing escalated and priority tickets through to resolution
- Provide expert technical assistance to clients and mentoring to Service Desk team
- Handle escalations from FFC and 2nd Line teams