Role Description:
The Systems Support Engineer is a key part of the company’s service framework providing end to end management of tickets and service requests reported by the customer.
• Manage Tickets and Requests
• Receive and record all calls from the companies customers
• Provide initial assessment of all Tickets, attempt first time resolution, and /or escalation
• Assist with customer onboarding projects and migrations
• Monitor and escalate Tickets according to the customer’s SLA
• Keep users informed on status and progress of their Tickets
• Aid customer retention and satisfaction
• Help to improve efficiency, processes, documentation, and automation.
Technical Skills:
• Strong knowledge and experience of Office 365 services including Exchange Online, SharePoint, Teams and OneDrive.
• Excellent technical troubleshooting capabilities including Windows OS and applications, email flow and routing, and Office 365 services. MacOS experience a plus.
• Good working knowledge of networks, routing & switching
• PowerShell scripting and use for administration
Soft Skills
• Customer focused, with an analytical approach with good questioning & listening skills
• Excellent verbal and written communication skills suitable for an international audience
• A confident team player with a positive can-do attitude
• Fanatical attention to detail
• An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role)
• Dependable, hardworking and self-motivated.
• Ability to cope with change
• Ownership and accountability
Technical Qualifications
• Current Microsoft Certifications in either MS or AZ tracks.
Experience
• 5+ years experience in a customer facing IT support role. Previous MSP experience extremely valuable.