1st Line Support Technician (Fully Remote)
IT
Gauteng ~ KZN ~ Western Cape
Our Client in the UK is looking for a Remote 1st Line Support Technician to proactively supporting our growing number of IT Support clients.
The ideal candidate will have excellent verbal communication skills, with the ability to explain technical terms in plain and simple language.
The Remote 1st Line Support Technician must demonstrate independent troubleshooting skills and a high level of knowledge in business network technologies.
Responsibilities:
- First line call handling, ticket logging, remote support and escalation of helpdesk tickets.
- Manage and monitor call queues ensuring adherence to SLA’s.
- Ensure that customers are updated regularly on the status of their issues.
- Effectively assign tickets to the relevant team based on priority, category & SLA.
- Troubleshoot issues with client workstations, servers & network infrastructure.
- Identify reoccurring incidents.
- Work with third party vendors to troubleshoot hardware and software faults.
Ensure all documentation is clear, concise, and updated in the helpdesk system.
Requirements:
- Experience in an MSP environment.
- Microsoft Office 365, Azure Active Directory, Exchange Online, Teams, SharePoint Online and AD Connect.
- You should be able to work under pressure and multitask.
- You should possess excellent customer service and communication skills as well as having a logical and methodical approach to troubleshooting.
- You should have a good telephone manner, good analytical and problem-solving skills, ability to learn quickly and apply knowledge.
- You should enjoy working with customers and take pleasure & pride in resolving their issuesBasic Microsoft Exchange admin skills.
- Working knowledge of Windows desktop operating system.
- Knowledge of server operating system and network architecture (DNS, DHCP, TCP/IP).
- Microsoft Server 2012 Onwards, Active Directory, Exchange 2013 Onwards and Hyper-V.
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This role will be fully remote, so applicants should have a suitable desktop or laptop with:
- AV Protection
- i5 or equivalent Processer
- 4GB RAM
- Windows 10 or above
- Built in webcam / external webcam
- A headset/blue tooth earphones
- It is preferred to have an external keyboard & mouse and external 21" monitor
What is On offer:
Holiday: 22 Days + UK Bank Holidays
Salary: Dependent on experience, knowledge and qualification
Role Type: 3 year Contract, Full time.
Hours: 37.5 hours Monday to Friday, shift patterns between 08:00-18:00 BST/GMT. Training: Training & progression plans, annual training allowance.
Flexibility: This role can be performed remotely.
Benefits and Little Extras: Discounted CompTIA exams, EAP, Wellbeing Allowance, Extra holiday for long service, flu vaccines, eye tests, Volunteering Day.
