Job Summary
This role is responsible for providing on-site 3rd-level support to the service desk and on-site engineers, maintaining software licenses, and monitoring software procured by the client.
Key Responsibilities
* Apply major incident process, complete major incident reports when requested.
* Maintain software licenses and maintenance for any antivirus and web filtering administration and monitoring software procured by the client.
* Review success and failure of backups and identify root cause and fix.
* Assess new technology including hardware and software.
* Ensure maintenance & support contracts with third party vendors are kept up to date.
* Liaise with 3rd party support Vendor to package new applications, test new feature releases, apply security updates to Servers, etc.
* Provide support to the project team during certain infrastructure projects.
* Execute disaster recovery strategy during the clients DR testing, as required.
* Update existing disaster recovery strategy in accordance with the clients DR review.
* Create run book for DR testing or DR activation.
Technical Requirements
* Excellent knowledge of desktop, laptop and mobile device hardware, operating systems and protocols.
* Working knowledge of O365 administration, Virtualisation products (Hyper-V and VMWare), SCCM, Windows 10/11, Microsoft Office suites.
* Laptop, Desktop and Peripheral Hardware, Mobile devices (i Os, Android), Intune, Company portal and Microsoft Authenticator.
* MS Active Directory.
Business Skills
* Ability to conduct weekly/monthly reporting and perform trend analysis.
* Proven expertise in drafting and implementing process documentation.
* Skill in scheduling and managing allocated resources effectively.
* Ability to maintain team morale and efficiency.
* Competence in conducting performance reviews and managing team performance.
* Demonstrated skill in offering guidance, mentoring, and training to team members.
* Strong leadership skills with a focus on team development and collaboration.
* Ability to contribute to and influence strategies affecting the team.
* Championing and driving continuous improvement initiatives.
* Skill in advocating for the team within the broader business context.
* Understanding of commercial aspects and business acumen.
* Ability to identify, assess, and manage risks effectively.