IT Technician 24/7 Shift - London, United Kingdom - Exponential-e

Exponential-e

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Shifts will include - 2 days (7am - 7pm), followed by 2 nights (7pm - 7am), followed by 4 days off

Overall Purpose of the Job:

Provide 1st line helpdesk support to Exponentiale customers
Primarily responsible for managing and owning support tickets and driving customer issues through to resolution

Key responsibilities for this job:

First line support handling customer enquiries and support issues using our ticketing system
Proactive monitoring of alarms and traps for our customers via our monitoring tools
Respond to support calls as assigned within Service Level Agreements; ensuring calls are quickly and accurately logged, closed and analysed to prevent future occurrences, and that call resolution priorities are met
Escalation of faults/outages in accordance with Exponentiale procedures
Maintain an understanding of the internal escalation process
Troubleshooting customer technical faults and working with external vendors and service providers to achieve fault resolution
Maintain professional working relationships with customers, suppliers and work colleagues
Any other fair and reasonable task or duty assigned to you by your Manager, or other senior Exponentiale Ltd staff member

Knowledge and experience required:

Ability to provide a customer focused service to committed Service levels
Ability to work under own initiative, manage own time, and work to deadlines
Strong interpersonal and communication skills, particularly customer facing techniques and listening abilities
Proven ability to identify and resolve challenging technical problems
Sound judgement with demonstrable understanding of when and how to escalate issues
Ability to work with mínimal supervision and manage a heavy workload
Working knowledge of how to configure and maintain of Active Directory Services, MS Exchange, Office 36
Experience with virtual server administration and support using VMWare or Hyper V
Understanding of network fundamentals (Security/DHCP/DNS)
Understanding and appreciation of ITIL Frameworks