IT Helpdesk (Microsoft 365) -

Company: MicroSourcing
Your Application: You have not applied yet
Location: Filipinas
Employer Email:
JOB DESCRIPTION
We believe specialist UK firms deserve the same level of service they would give their own clients. We know that clients want expertise, a service they can rely on and intimate support from a named individual who knows their business. We have a desire to be the UK’s most trusted Cloud Service Provider, with a reputation for excellence in customer service and are experts in our field. To achieve this, we have a relentless pursuit of excellence; take pride in our accomplishment; and have an appetite for more. TIG Ltd, is an equal opportunities employer. We make recruitment decisions based on qualifications, skill set and experiences. We consider all suitable candidates for recruitment and development regardless of their age, sex, gender reassignment, race, religious beliefs or lack thereof, marital status, disability or sexual orientation or any other protected characteristic. We aim to provide a working environment in which employees are able to realise their full potential and to contribute to its business success; we truly believe that diversity of thought makes us stronger. We understand that each individual is unique and may have different personal circumstances; therefore we are happy to explore flexible working options to accommodate individuals' preferences: With us its personal: not only for our Client but for our People too

Job Purpose
 
The dedicated support engineer role consists of remote triage and technical support to the Global end users of one of TiG’s customers.   Using the client’s internal systems, and managing the resolution of incidents and requests through to closure, while ensuring that service levels are maintained and SLAs met.
 
Main Responsibilities:
Fully understand the service TIG has been engaged to deliver in line with contractual arrangements  Provide 2nd line support for all clients where assigned, over the phone utilising remote troubleshooting tools and techniques, interacting directly with the customer when necessary. Respond to alerts as required including testing, debugging and troubleshooting and provide detailed information on the nature of issues encountered.  Complete initial diagnosis of all incidents and
either resolve to the customers satisfaction using documented procedures and processes or escalate to 3rd line Lead by example to set the technical standards of the Company, actively promoting outstanding customer support. Communicate with clients in a courteous, efficient, effective and professional manner, keeping them updated and informed at all times. Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues Provide a single point of contact for end users support using all contact mediums Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion Understand and operate the escalations procedures Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion. Comply with all company, department and customer policies and procedures to include attending team meetings and completion of administrative tasks. Personal Spec:
Minimum 3 years’ experience in the IT industry, with any experience in the Financial /MSP sector preferable. Support and hands-on knowledge of; Experience troubleshooting desktop issues, i.e. printers, network issues, user profiles, troubleshooting Microsoft applications. Anti-Virus – Windows Defender / Sophos / Trend / Symantec 2008/2012/2016 Windows server Active directory Good understanding of Exchange 2010/2013/2016, Office 365 Email Filtering and Spam Applications i.e. Mimecast Monitoring platforms (level platforms / OMS / N-able / Solar-winds Office 365 / Azure MCP/MCSA Excellent written and verbal communication skills with ability to explain technical issues to non- technical staff at all levels of an organisation. Highly capable problem solving abilities. Experience of Servicenow digital workflow and service platform or similar support system Key Attributes:
 Show an outward commitment to actively develop personal knowledge Achieving satisfactory levels in Customer questionnaires To deal with the day to Day Incident volumes to a high level of service. To provide an exceptional level of service to our client. To ensure that all Incidents/Requests are dealt with within contracted SLA timeframes. To ensure Documentation is clear and concise Gather technical knowledge to consistently increase your own skill set. Key: VIP Support, Hedge Fund/Asset Management/Wealth Management experience



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