Main purpose of the job: To provide IT support at customer premises working with users to resolve IT problems across our technology areas of Office 365, VMware, EMC, Cisco, Citrix, and Veeam.
Main Duties and Responsibilities:
Monitor tickets logged in our IT Service Management System called Connectwise and prioritise these in relation to the set SLA agreement in place with the customer, the risk and approximate amount of time required for the ticket.
Liaise directly with the customer to resolve issues
Work on roll-out and delivery of IT projects
Investigate the problem whilst keeping in contact with the customer and logging notes in the system.
In addition to the above duties and responsibilities the post holder must be prepared to undertake such additional duties which may result from changing circumstances, but which may not of necessity change the general character or level of responsibility to the post.
Please note that this job description is subject to ongoing review as new demands and best working practices are considered, agreed and implemented.
Skills and qualities required:
Good Understanding of O365 technologies
O365 implementation, migration, administration
A strong understanding of the Citrix Virtualisation technology suite.
Windows Server technologies (Active Directory Group Policies, Remote Desktop Services, IIS, Certificate Services etc.)
An understanding Datacentre virtualisation technologies (VMware ESXi, XenServer, SAN technologies, Converged Infrastructure etc.)
An understanding of network technologies (TCP/IP, VPN, DHCP/DNS, Firewall etc.)
Education and Qualifications, one or more of the following
Microsoft, Citrix, Cisco, VMware Veeam or EMC certifications.
A high level of self-motivation together with a willingness to learn new skills.
A flexible and enthusiastic approach to the job.
Good problem solving and decision making skills.
Can demonstrate exceptional levels of customer service and care.
Good communication, organisation and presentation skills including the ability to write clear and concise proposals.
Strong time management and coordination skills.
A full driving licence - preferably clean, however consideration will be given to people with low number of points.
Additional Information: As this role requires access to a high level of confidential information security checks will be completed at induction.
Training: Internal training on products and services will be provided. However, employees are also be expected to consistently keep abreast of new developments, which would impact on his/her areas of responsibility. Personal training in relation to job description will be given as part of the company’s overall personnel development program.
Conditions of Employment
Salary: The salary and benefits for this position will be determined according to the experience of the person appointed.
General Guidance: The nominal working week is 37.5 hours, although a degree of flexibility is both offered and expected. In specific circumstances there may be a requirement to work additional hours. Annual holidays are 24 days plus 7 statutory holidays. Novosco Ltd is an Equal Opportunities Employer.
Applicants are advised that Security Clearance or Access NI Basic Disclosure will be requested to assist with the decision making process. Disclosure information will not be used unfairly and criminal records will not necessarily prevent you from being successful in your application. A copy of Novosco’s policy on ‘The Recruitment of Ex-offenders’ and ‘The Secure Handling, Use, Storage and Retention of Disclosure Information’ is available to all applicants on request
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