Senior First line IT support analyst looking to advance to Second line support role

Job description

We have an exciting opening in our esteemed and innovative IT managed services organisation. We are seeking a skilled Support professional capable of effectively resolving a diverse range of computing, networking, and cloud-related challenges.

In this role, the successful candidate will have the opportunity to contribute to a dynamic and forward-thinking environment. They will be responsible for resolving technical issues, demonstrating their problem-solving abilities, and efficiently managing their time and resources.

We support a diverse range of industries that will both challenge and contribute to your technical skillset. Gaining both remote and hands on, in-person experience.

This position offers a fantastic opportunity to work in a collaborative environment while also encouraging individual initiative and problem-solving skills. Join our organisation and be a part of our dedicated team providing outstanding IT support services.

Job Requirements

· Effectively managing workload and prioritising multiple open tickets simultaneously while adhering to SLA thresholds for incidents, requests, and problems.

· Offering technical maintenance and support for all IT hardware and software used by end users.

· Assuming complete technical responsibility for incidents, requests, and problems, conducting comprehensive diagnostics with end users to facilitate ticket resolution and project completion.

· Performing regular maintenance and patching of infrastructure, endpoints, and servers.

· Acting as an escalation point for support calls from different support tiers, ensuring timely and well-managed escalation and resolution processes.

· Onsite technical support that will require the capability to confidently and professionally communicate and engage with customers at all organisational levels.

Personal Requirements

The ideal candidate will be able to explain technical concepts in a clear and understandable manner to non-technical individuals. Additionally, they should possess patience and empathy when assisting end-users facing IT difficulties.

· Exhibit a customer-centric approach to support, showcasing a commitment to prioritising the needs of customers.

· Demonstrate exceptional client interaction skills, both verbally and in written communication.

· Apply a logical and systematic approach to troubleshooting technical issues.

· Have the ability to effectively prioritise tasks and manage time efficiently.

· Display excellent time management skills, including awareness of time constraints, priorities, and deadlines.

· Demonstrate the capacity to research and rapidly learn new technologies and solutions even under pressure.

· Act as a strong team player, actively contributing knowledge and expertise to foster collaboration.

EXPERIENCE

Having worked in a similar role within an IT managed service provider would make you stand out, but previous MSP experience is not a prerequisite and we’re open to new talent from any IT background!

Exposure to the below technologies but not limited too would be advantageous.

· Windows Server

· Windows Desktop

· Microsoft Azure

· Microsoft Office 365

· Active Directory & Azure AD

· DNS, DHCP, Group Policy

· Backup – Configure, Maintain, troubleshoot.

· Networking, switches, subnets, LAN, WAN, DNS

MUST HAVES

· Vast majority of our customers are English native speaking, hence outstanding conversational as well as technical English is of a paramount importance. All interviews will be conducted in English and English alone!

· Bubbly personality, open mind, common sense, ability to listen as well as to voice opinion.

NICE TO HAVES

· Microsoft Certifications (MS Azure / O365

You can send your applications to: info@purplekey.ba