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Job Description:
Purpose of Role:
MUST have at least 6 months of experience in IT Service Desk / Windows Server / Wintel / Technical Support / Remote Support Services.
Experience dealing with international clients or customers preferred.
To provide customer service Inbound & outbound support to Brennan IT clients, engineers and staff.
To coordinate, collaborate and escalate task within established timelines.
To continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings.
Essentials Skills:
Excellent communication skills with international calling customer experience are preferred.
Ability to work under pressure to meet service level agreements.
Great customer service experience is must.
Microsoft 0365 Basics and Licences.
Active Directory Basics (User, Groups, Attributes, Organisation Units)
Understanding the difference between Domain and Work Group.
Multi Factor Authentication.
Understanding on VPN.
Understanding on Distribution List, Security Group, Dynamic Groups, Shared Mailbox (And their differences with each other)
Email Filters e.g Mimecast, Proofpoint.
Understanding of Mail Flow.
Configuring Outlook and troubleshooting.
Configuring Network Printer/Offline Printer.
Mapping Network Drives- Folder Access.
Basic understanding on Intune & Azure.
Basic understanding of SCCM.
Basic understanding of DNS, DHCP, TCP IP Protocols.
Basic understanding on Windows desktop troubleshooting.
Basic understanding of antivirus alert management. E.g Sophos, Sentinel one, Crowd strike etc.
Installing & configuring software as per client's requirements.
Resolving 1st level network & connectivity issues.
Maintaining documentation and knowledge base articles for common issues and solutions
Excellent time management skills to prioritize tasks and meet service level agreements (SLAs).
Attention to detail to accurately document and track issues and requests.
Adaptability and willingness to learn new technologies and processes.
Familiarity with ITIL (Information Technology Infrastructure Library) best practices and service desk processes.
About Company:
