Job Description
About the Role: Reporting to the Service Delivery Manager, the Technical Support Advisor will provide high-quality I.T. support and customer service to the internal users of the company. You will troubleshoot and resolve technical issues, manage IT requests and queries, and ensure the efficient and secure functioning of IT systems and equipment. To be successful in the role you will be accountable for: Providing first-level and second-level support to computer systems users to the standards and levels required by the business, the IPB Board, and IT management Managing calls within a busy helpdesk with energy, prioritizing tickets, handling competing priorities, and following through to ensure problems are fully resolved Taking ownership of user problems and being proactive when dealing with issues, using root-cause analysis and ITIL methodologies to drive long-term efficiencies Logging and managing calls to external support organizations as required Performing event log monitoring and patch management system monitoring Patching and upgrading operating systems, software, and applications Maintaining security through endpoint protection and MDM rollout, troubleshooting, and maintenance Highlighting user training requirements identified during the support process and engaging with the Service Delivery Manager in designing and performing end-user training Administering the company telephone system Planning, testing, and partnering in the rollout of upgrades, new applications, hardware, operating systems, and infrastructure equipment Supporting occasional maintenance and helping with installations of network and server infrastructure equipment, and implementing necessary changes Providing end-to-end IT support, including setting up meeting rooms with audio and visual requirements What we're looking for: A solid understanding both technically and functionally of Microsoft Active Directory, DNS, DHCP, Group Policy, Exchange Online and Office 365, Windows Desktop and Server operating systems Microsoft Defender suite, WSUS, SCCM, GFI LanGuard or similar product experience Experience troubleshooting and diagnosing issues with Windows 10/11 and Microsoft 365 technologies such as Office 365, Exchange, Teams, OneDrive, SharePoint Experience with Backup, Citrix / Terminal services and Enterprise Anti-virus technologies Knowledge of SharePoint an advantage Connectivity troubleshooting for desktops, servers, and basic network issues Experience resolving hardware and software issues Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers Experience in Financial Services/Insurance Industry would be advantageous Relevant industry certifications would be an advantage e.g. MCSA, CompTIA Network+/Server+ What you'll get: An opportunity to work within a team of I.T. experts in the areas of technical support, hardware and software troubleshooting, network administration, and I.T. infrastructure and security management Exposure to technologies that will enable you to develop a diverse skill set and stay at the forefront of emerging IT trends Opportunity to work within a medium sized organisation in turn providing you with the opportunity to work with all internal stakeholders across a breadth of technologies No two days are ever the same, you will have the opportunity to work on a broad range of I.T. issues