Based TBA but may include being office-based (Italik or client) with the potential for travel to other sites.

Job Description

Objectives

• Provide a point of contact to Italik clients primarily onsite but also remotely for network support
• Work as part of a team to deliver networking support for our clients
• Assist with project work as required under the guidance of the Project Manager
• Ensure clients are provided with quality support and participate in assigned project deliverables as required

Responsibilities

• To provide 2nd and 3rd line technical support to clients, answering support queries via phone, email and in-person in a professional manner
• Ensure the provision of appropriate documentation
• Ensure that requests for assistance are correctly logged, assigned, and responded to promptly and following agreed guidelines and procedures, using the intended systems
• Respond to escalated, complex, and high-impact client calls in a timely way, ensuring that escalation procedures are adhered to
• Achieve excellent client service relationships, both internal and external, by the confident use of good communication techniques
• Implement suitable fixes and workaround solutions to analyse problems following approved change processes, monitor progress, and keep clients informed
• Update Service Desk help tickets and knowledgebase with analysis findings and results
• Visit client sites as and when required to facilitate problem resolution
• Maintain client confidence and protect Italik and client operations by keeping information confidential
• On-going proactively identify any area of improvement to improve performance, resilience, or functionality of client infrastructures
• Carry out regular housekeeping activities
• Preventative maintenance through system monitoring
• Attend training to develop relevant knowledge and skills

Skills and Expertise

Essential

• 5 Years’ experience of Cisco networking technologies
• Good working knowledge of Cisco security technologies
• Good working knowledge of standard network protocols
• Practical analytical and problem determination skills
• Good verbal and written communication skills
• Ability to work on own initiative, to deadlines and under pressure
• Accuracy and attention to detail
• Good timekeeping
• Car Owner with full driving license, willingness to drive to alternate locations

Desirable

• Cisco CCNA / CCNP
• Experience of other vendor networking technologies
• Basic Windows server networking knowledge

Based TBA but may include being office-based (Italik or client) with the potential for travel to other sites.

Job Description

Objectives

• Provide the first point of contact to customers primarily onsite but also remotely for infrastructure support
• Work as part of a team to deliver IT Support to customer base under the guidelines of ITIL
• Ensure customers are provided with quality support

Responsibilities

• To provide day to day support for client networks and IT infrastructure, also supporting their internal infrastructure if required.
• Ensure that requests for assistance are correctly logged, assigned and responded to promptly following agreed guidelines and procedures.
• Respond to escalated, complex, and high impact customer calls in a timely way, ensuring that escalation procedures are adhered to.
• Achieve excellent customer service relationships, both internal and external, by the confident use of good communication techniques.
• Implement suitable fixes and workaround solutions to analysed problems following approved change processes, monitoring progress and updating customers.
• Update Service Desk tickets and knowledge base with analysis findings and results.
• Conscientiously maintain client records and manage assets following customer guidelines.
• Visit customer sites as and when required to facilitate service requests or problem resolution.
• Maintain client confidence.
• Continuously and proactively identify any area of improvement to boost performance, resilience or functionality to customer infrastructures.
• Assist on infrastructure projects when required to develop and improve customer (or internal) platforms.
• Carry out regular housekeeping activities.
• Preventative maintenance through system monitoring.
• Attend training to develop relevant knowledge and skills.

Skills and Expertise

Essential

• 1 Years experience in Desktop support (Microsoft OS & Applications).
• 1 Years experience in Microsoft Windows Server and Active Directory.
• Good working knowledge of Microsoft Office and 365.
• Good working knowledge of networking technologies.
• Effective analytical and problem determination skills.
• Effective verbal and written communication skills.
• Ability to work on own initiative, to deadlines and under pressure.
• Accuracy and attention to detail.
• Good timekeeping.

Desirable

• Ideally, a car owner with a full driving license and willingness to drive to alternate locations.