Posted: 18 June
The role
Viatel Technology Group is a complete Digital Services provider. We provide fully managed security, networking, cloud and communications services to servicing a wide range of clients across a variety of business sectors. Our Culture ensures a work environment where everyone can contribute equally and reach their full potential. Our System Services Team are tasked with providing first‑class support and consultation services for our tier‑1 customers helping them achieve their full ICT potential through the power of technology. We are seeking an individual to join this team, an individual who is highly motivated with a demonstrated ability to work on a variety of technologies, across a wide spectrum of customers, as well as learning new skills and procedures along the way.
Our Values
Customers Love our Service
Excellence is our Mantra
Trust is our Force Multiplier
We Care Deeply
Key Responsibilities
Manage tickets (incidents and service requests) assigned and ensuring high quality service with prompt response and engagement with the customer.
Resolve incidents following the incident management process within agreed SLA timeframes.
Fulfil service requests following the service request management process within the agreed SLA timeframes.
Provide technical support covering a broad range of ICT services and technologies including user endpoint device support, on premises & Cloud infrastructure, Microsoft 365 Email, Data backup solutions, security solutions (e.g., MS Defender, Sophos) and networks.
Assist in resolving incidents with engagement with internal IT teams and 3 rd party providers.
Promote, develop, and maintain a positive experience to the customers.
Ad‑hoc Remote and Internal Project work.
Additional projects as required such as preparing system and user documentation and testing.
Participate as a key technical resource in the resolution of major incidents.
Comply, maintain, and promote information security in Viatel.
Build strong and valued customer relationships with assigned customers.
Understand customer priorities and ensuring services delivered are aligned accordingly.
Ensure services deliver high levels of customer satisfaction and quality.
Identify service improvement opportunities and proactively recommend enhancements.
Develop and instil a positive, collaborative and customer‑focused culture.
Coach and support other Service Desk Engineers.
Assist in evaluating new technologies, services and processes.
Maintain and extend technical certification
Technical Requirements & Experience
Minimum of 2‑3 years’ experience in a similar role.
Relevant experience and/or certification in:
Desktop Services
Windows OS, Microsoft 365 Desktop Services
Anti‑Virus Services (MS Defender, Sophos)
Cloud Services
Microsoft Azure
Microsoft 365 – Intune, Entra ID, Defender, SharePoint, Teams
Virtualisation
Azure Virtual Desktop, VMware, vSphere
Compute, Storage & Networking Infrastructure
HPE / Dell
Firewalls, Access Points, Switches (FortiGate, SonicWALL, Sophos)
Windows Server
Data Protection
Azure Backup/DPM, Azure Site Recovery
Commvault, Veeam
ITIL Certified – or relevant experience.
Microsoft certifications in M365, Azure, Security Administration and Modern Workplace.
Knowledge of cybersecurity frameworks and compliance standards.
General Requirements
Ideally previous experience in a service desk in an ICT Managed Services (MSP) environment.
Focused on delivering exceptional technical support service.
Demonstrable experience in delivering technical support services meeting SLA/KPI objectives.
Ability to manage multiple customers and priorities simultaneously.
Experienced in managing and improving technical services.
Good knowledge of Microsoft Cloud, technical support services and tools, cybersecurity tools & security best practices.
Strong communication and client‑facing skills with a customer‑first mindset.
Excellent troubleshooting and analytical skills.
Highly organised with strong attention to detail.
Proactive and improvement oriented.
Professional, approachable and supportive mentor.
Strong communication, interpersonal skills and ability to lead by example.
High level of flexibility, enthusiastic, willingness to learn and develop.
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