REMOTE OPPORTUNITY: IT Service Desk (L2 IT Support) with MSP EXPERIENCE!

Work Schedule: EMEA Timezone (8:30 PM to 5:30 AM)

Type: Full-time

Work Arrangement: Remote

Primary Role Responsibilities

• Technical ability to resolve incidents/requests through the Service Desk Ticketing portal

• Technical ability to support 1st Line Engineers

• Technical ability to assist 2nd Line Engineers and Infrastructure

• Document handling skills in writing procedures and work instructions

• Assisting in Problem Management Incident Management

• Technical ability to investigate the root cause and provide solutions and recommendations

• Proactive mindset

Overview of Tasks and Responsibilities:

• Provide any supporting reports to stakeholders as and when required;

• Provide 2nd line technical, clear and professional support to all staff in the first instance by phone or email;

• To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA;

• To arrange for external technical support where problems cannot be resolved in house;

• Maintain a log of any software or hardware problems detected;

• To take ownership of user problems and be proactive when dealing with user issues;

• Support users in the use of computer equipment as and when needed;

• Be able to support 1st line engineers when they need to escalate a request or incident;

• Provide training and assistance for the 1st line team to progress their skill sets.

• To allocate more complex service issues to the 3rd line IT Infrastructure Engineers.

• To act at the customer service point of contact between the 3rd line and the client.

• Respond to enquiries from clients and help them resolve any hardware or software problems;

• To assist in the completion of light projects such as the onboarding of clients.

Skills & Experience

• Must have worked in a customer-facing IT support role for 5+ years with a high focus on the Service Desk side.

• Must have worked in a customer-facing IT support role for 2+ years

• Deep working knowledge and experience of the Microsoft stack of technology at administrator level, including Windows Server, Exchange, System Center, Active Directory, and Office 365

• Highly technical around networking (TCP/IP, DNS, DHCP, etc.), voice, and data communications

• Aware of the ITIL process and able to create and maintain operational support documentation;

• Previous or current experience working for an IT managed services provider (MSP);

• Able to spot trends and patterns on tickets if they are recurring

• Documentation skills (documenting internally and externally)

• Has Microsoft Certificates (REQUIRED) as well as ITIL® 4 Foundation certification (ADVANTAGE)

• Takes ownership

For a faster process, you can send your resume to mikaella.lumague@talenthero.co