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)

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End User Support Consultant

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