Senior Technical Support Professional
2 weeks ago
This role is responsible for providing technical support and assistance to end-users.
- Technical Support: Troubleshoot and resolve IT problems, identifying root causes, and escalating to suppliers or partners as required to minimize downtime and disruptions.
- System Maintenance: Remotely install, configure, and maintain computer systems, mobile devices, software, printers, and peripherals to ensure optimal performance and security.
- User Management: Manage system user accounts and access permissions to ensure data security and compliance with company policies.
- Support Ticket Management: Log, manage, and respond to IT support tickets and inquiries via various channels, such as email, phone, or ticketing systems, and document solutions and resolutions.
- Training and Guidance: Provide training and guidance to end-users on IT tools, applications, and best practices to enhance their productivity and technical proficiency.
- Inventory Management: Monitor and maintain IT inventory, including hardware and software licenses, and assist with procurement as needed.
- Project Collaboration: Collaborate with the IT team to implement IT projects, upgrades, and system improvements, contributing to the overall efficiency of IT operations.
Additionally, you will be expected to stay updated with the latest technology trends and advancements in IT support, continuously enhancing technical skills and knowledge.
Required Skills and Qualifications:
- Possess a degree in information technology/computer science or a related field.
- A minimum 3-5 years prior experience providing support in three or more of the following areas: Windows 10/11, M365, Active Directory/Azure AD, SharePoint, Teams, and Xero.
- Experience with remote support and management applications (e.g. TeamViewer, AnyDesk, VNC) and help desk software (e.g. Freshdesk, Zendesk, Jira).
- Proficiency with Microsoft Office products, particularly Excel.
- Possess strong attention to detail and problem-solving skills.
- Well-developed English written and verbal communication skills.
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