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.

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