Key responsibilities:
* Manage service desk third-line escalations and ensure timely resolution and closure of calls.
* Assist with the rollout and configuration of end-user devices.
* Provide support for SharePoint, including troubleshooting and user assistance.
* Monitor infrastructure to ensure optimal performance and identify potential issues.
* Assist with patching and updating devices to maintain security and functionality.
* Document processes, configurations, and procedures.
Key experience/skillsets:
* Technical Support: A minimum of 3 years' experience in a technical support or field engineer role, handling service desk escalations and troubleshooting with a strong focus on providing high-quality support and ensuring user satisfaction.
* Device Management: A minimum of 3 years' experience with the rollout, configuration, and maintenance of end-user devices.
* SharePoint Support: Experience with providing support and administration for SharePoint.
* Infrastructure Monitoring & Patch Management: Experience with monitoring infrastructure to ensure optimal performance and a strong ability to diagnose and resolve technical issues efficiently. Experience of patching and updating devices to maintain security and functionality.
* Communication & Collaboration: Excellent verbal and written communication skills to interact effectively with team members and end-users with a proven ability to work well within a team and collaborate with other IT professionals.
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