Job Description
About the Role
OrgShakers has a confidential client seeking a skilled and motivated Help Desk Technician to join their team. This is an excellent opportunity for a dependable and technically proficient individual with 3–5 years of experience in IT support. The ideal candidate will have a strong working knowledge of Microsoft 365, Active Directory, and core networking protocols.
The Individual
- Will have a proven track record of experience working in a technical support capacity, managing your own queues of support incidents, and working to defined SLAs.
- A self-starter, able to spot opportunities and identify appropriate actions without significant senior input.
- Well-defined stakeholder engagement skills: able to build relationships and deliver support solutions.
- Articulate and able to express information clearly and confidently to all levels of personnel.
- Excellent personal presentation, take pride in your own appearance, and appear professional to external visitors and internal colleagues.
- Demonstrate a cooperative and flexible nature, able to assist others when required and be willing to go the extra mile, when needed.
- A positive and energetic manner, always ready for a challenge, and able to work hard to produce high-quality work.
- A reliable and trustworthy individual who can always be looked upon to complete work when required and communicate problems clearly.
Skills and Experience
- 3-5 years’ experience required.
- A strong understanding of Microsoft Active Directory and Microsoft 365, both on-premises and Cloud.
- A good understanding of network infrastructure and architecture TCP/IP, DNS, DHCP & LAN.
- Previous experience using FreshService, Service Now or other ITSM Tools
Accreditation or experience in the following
- Microsoft server operating systems (incl. 2016 – 2019).
- Desktop operating systems (incl. Windows 10 & 11).
- Microsoft 365 products and services.
- Azure AD.
- Autopilot & InTune.
- Mimecast.
- PowerShell.
- FortiClient & Cisco.
- Panorama9 RMM tool or equivalent.
- Understanding of IITIL.
- VOIP Technology.
Preferred skills and experience
- Bachelor’s Degree preferred.
- Experience in a Managed Service Provider (MSP) environment.
- Background in ISP technical support or similar structured support roles, ensuring effective and efficient service delivery.
- Ability to provide exceptional support and enhance user satisfaction.
- Creating and maintaining a knowledge base.
- Clear and effective communication with users and collaboration with technical teams.
- Ability to anticipate potential issues and take preventive measures.
- Experience working effectively with other IT professionals to resolve issues and improve service delivery.
- Experience in quickly addressing user inquiries and technical problems to minimize downtime.
Job Tags
Flexible hours,