Duties :
- Address user tickets regarding hardware, software and networking
- Walk customers through installing applications and computer peripherals
- Ask targeted questions to diagnose problems
- Guide users with simple, step-by-step instructions
- Conduct remote troubleshooting
- Test alternative pathways until you resolve an issue
- Customize desktop applications to meet user needs
- Record technical issues and solutions in logs
- Direct unresolved issues to the next level of support personnel
- Follow up with clients to ensure their systems are functional
- Report customer feedback and potential product requests
Skills/Qualifications :
- Minimum Education - Bachelor's Degree or equivalent in Information Technology
- 4+ Years of relevant industry experience
- Certifications :
a) Microsoft Certified Solutions Expert (MCSE or similar)
b) Azure AZ-103/104
- Technical/Professional Expertise : Advanced knowledge and understanding of core Microsoft technologies and services including ;
a) Single Sign On (SSO)
b) Azure AD, SSPR, MFA and Cloud Management Gateway
c) Office 365
d) Microsoft Active Directory (AD) and Active Directory Federation Services (ADFS)
e) Exchange
f) Windows Server
g) Group Policy (GPO)
- Hands-on experience with Windows/Linux/Mac OS environments
- Knowledge of network security practices and anti-virus programs
- Broad knowledge and understanding of Microsoft technologies and services;
a) Enterprise Mobility Suite (EMS)/Intune
b) Microsoft Teams, Yammer & Functions
c) System Center (SCCM, SCOM, SCSM)
- Knowledge and experience with IT Controls such as ;
a) ITIL
b) Judgment
- Capable of selecting an effective option where there are conflicting views and interests
- Directing Work Through Other : Able to establish high standards and monitor performance against those standards
- Organizing Work/Project Management : Able to develop plans with medium-term objectives in mind and make sure tasks are completed
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