Tech Support

What will you be doing?
Provide first line support and technical expertise to troubleshoot, diagnose and resolve customer issues while maximizing customer satisfaction.
Respond to, resolve and document all incoming cases reported by End-users via telephone, ticketing system and other support channels as required
Provide global internal support for the entire organization (Locally and Remotely)
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VoIP etc
Manage users and permissions in Active Directory, Google Apps, VPN, internal systems – files servers, Anti-Virus, Terminal Services etc
Identify and escalate priority issues per Client specifications
Monitor customers for Incidents that require investigation, diagnosis and resolution. Ensure incidents are correctly classified and updated on a regular basis. Work to customer SLA to ensure service is restored quickly to the end user
Be on the lookout for trends occurring in the environment, gather evidence and facts to raise these to the attention of the team, so the problem can be identified and resolved
and future recurring issues can be avoided
Follow written procedures, share knowledge among the team, create new documentation for both technical and end-user roles
Stay current with the ongoing expansion and development of the company – be aware of system information, changes and updates
5 years of related IT experience
Have experience with supporting medium to enterprise organizations
Strong technical abilities in many diverse technical fields, basic understanding of Windows environment, Active Directory services, Networking
Working knowledge of computer hardware and physical device interfaces, experience with managing systems on Virtual platforms
Ability to multi task
Ability to work effectively in a team structure
Strong verbal and written communication skills (English).