End User Support Consultant

Deliver effective second and third level technical support to a senior customer base, acting as the single point of contact to drive end-user technology issues to resolution across Microsoft Office 365, operating systems, subsystems, and related products.

Key deliverables include

• Advanced troubleshooting and resolution of standard to highly complex technical issues;
• Accurate incident logging, tracking and escalation;
• Closed-loop customer communication;
• Creation and maintenance of support documentation and known-error records;
• Mentoring of End User Support staff;
• User training on hardware and software; and
• Collaboration with IT and business project teams to deliver high-quality technology solutions.

Technical Competencies:

• Application Knowledge for Support
• Identity and Security Compliance
• Incident and Problem Management
• IT Knowledge
• IT Systems
• Service Level Management
• Stakeholder Management
• Technical Analysis
• Trouble Shooting
• Written Communication

Behavioural Competencies:

• Articulating Information
• Following Procedures
• Producing Output
• Providing Insights
• Team Working
• Understanding People
• Upholding Standards

Experience Required

• 5-7 years
• Solid experience in an advanced support role within a large/medium-sized organisation.
• Experience in AD Account Management and the Service Desk within large/medium size organisation.

Qualifications

• Type of Qualification: First Degree
• Field of Study: Information Technology or related field
• Licenses & Certifications: Apple Certified Mac Technician (ACMT), CompTIA A+ Certification, ITIL Foundations v3, MCDST - Microsoft Certified Desktop Support Technician, Microsoft IT Professional (MCITP)