Key Responsibilities:
* Manage third-line service desk escalations and ensure timely resolution and closure of calls.
* Assist with the rollout and configuration of end-user devices, ensuring seamless integration into existing infrastructure.
* Provide expert support for SharePoint, encompassing troubleshooting, user assistance, and administration tasks.
* Monitor infrastructure performance to identify potential issues, ensuring optimal system operation and minimal downtime.
* Collaborate with team members to document processes, configurations, and procedures, promoting knowledge sharing and best practices.
Required Experience and Skillsets:
* Technical Support: A minimum of 3 years' experience in a technical support or field engineer role, handling complex service desk escalations and troubleshooting while delivering exceptional user satisfaction.
* Device Management: A minimum of 3 years' experience with the rollout, configuration, and maintenance of end-user devices, including hardware and software deployments.
* SharePoint Support: Proven expertise in providing support and administration for SharePoint, including content management and workflow optimization.
* Infrastructure Monitoring & Patch Management: Experience with monitoring infrastructure performance and a strong ability to diagnose and resolve technical issues efficiently, ensuring security and functionality are maintained.
* Communication & Collaboration: Excellent verbal and written communication skills, enabling effective interaction with team members and end-users, with a proven ability to work well within a team and collaborate with other IT professionals.
Able to:
* Demonstrate a deep understanding of technical concepts and their applications in a real-world environment.
* Apply critical thinking and problem-solving skills to resolve complex technical issues.
* Maintain accurate and detailed documentation of processes, configurations, and procedures.
* Stay up-to-date with industry developments and emerging trends in technical support and device management.