Job description:
• Receiving, prioritizing, documenting and actively solving request from our clients
in a timely manner while manning our support help desk
• Overseeing and reviewing our clients’ IT infrastructure. (including but not limited
to servers, switches, storage devices, security & software applications, hosting,
remote offices, WiFi solutions hardware and software, backups, 1st line CCTV and
1st line phone systems)
Key Responsibilities:
• Manage effectively the resolution for support issues that are reported to us in an
efficient and timely manor
• Communicate regularly and efficiently with our client, your colleagues and Ignitus
management to ensure the best experience possible for our clients.
• Dealing with3rd party providers that link with or into any of the Ignitus solutions
provided deployed at the client.
• Prioritising and keeping track of the incoming cases logged by our clients and act
accordingly.
Personal Skills Required:
• Excellent attitude and great phone etiquette
• Team player with the ability to motivate and educate other team members in
principles of service delivery excellence
• Ability to demonstrate clear & confident communication skills both written and
verbally
• Ability to deal with problems and technical issues in a friendly, calm and positive
manor.
• Excellent problem solving ability. A proactive thinker who encompasses the ‘’Bigger
Picture’’
• Pasion for IT and Technology with a drive to help customers take advantage of new
solutions
• An enthusiastic, thorough and methodical approach to problem solving.
• Ability to multi-task, prioritise and escalate accordingly.
• Self-motivated.
• Ability to learn new skills quickly – for example, supporting new applications.
• Tenacity and dedication to pursue an issue from beginning to end.
• The initiative and reliability to work unsupervised on many occasions.
Technical skills required:
• Previous experience in IT support required.
• Ability to produce clear, concise and accurate documentation and job notes.
• Windows 10, 8.1, 8, 7, to advanced level.
• Office 2010 / 2013 / 2016 / 2019 / Office 365 versions to advanced level.
• Windows Server 2003 / 2008 / 2012 / 2016 / 2019 administration,
build and maintenance.
• Strong understanding and working knowledge of Active Directory, exchange mailbo
• Cloud technologies i.e. Office 365, DNS, group policies, domain controllers.
• Good knowledge of Routers, Firewalls, Switches, VPN devices and wireless and other