Desktop Support Technician- Remote

Level 2 Desktop Support Engineer (On demand basis / Backfill role)

We are a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support. Founded in 1992, we have a proven track record of delivering business solutions to global organisations and Fortune 500 companies in over 40 countries. so much so, that we named the company after our most basic principles. Provide 2nd Line onsite desktop and application support services to end users

Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs

Operate cohesively with the service desk team to maintain service levels

All work undertaken must be logged via a Service Desk Reporting Tool, and this must be kept up to date and accurately and clearly indicate the incident details and remedial actions taken.

Escalate all critical and high-priority incidents to line and senior management

Provide technical expertise and assistance on project assignments

Experience of operating within a Service Desk environment and team, supporting users either remotely or onsite, and managing tickets through an Incident Management tool

Excellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 7 and 10

Excellent support experience with mobile devices, e.g., tablets and smartphones running iOS and Android OS

Strong background in supporting the latest Microsoft Office suite on Windows and Mac platforms with recent support.

Good Knowledge of TCP / IP and Network configuration at a Desktop OS level

Enterprise-level support of Active Directory and Exchange for troubleshooting, configuration, and administration activities

Previous experience in the creation of technical support documentation

Enterprise support of Microsoft Office 365, desktop, and Admin

ITIL

Exposure to Infrastructure technologies – Server, Networks, etc

Working knowledge of Mac OSx, Latest Windows OS (preferably A+, MCP, or MCSE qualified), and related Office applications.

Basic knowledge of LAN / WAN, TCP / IP Protocol, Citrix, routers, and switches

Basic experience in the Support / administration of Windows servers

Basic experience with Windows Server and associated architecture / services (Active Directory, Group Policy, server roles, DHCP, DNS, IIS)

Installation, configuration, and troubleshooting of hardware and software.

Minimum 3-5 years’ experience in 1st and 2nd level Support, at least 3+ years at level 2.