Reporting to the End User Compute Manager, you will be responsible for providing 1st line support for PayPoints desktop infrastructure and deliver a responsive and effective support service for staff issues and requests.
Some of the key points in the role -
To respond to client issues received by telephone, voice mail, e-mail and via the customer ticket logging system (ServiceNow).Respond to incident alerts making sure that they are logged and progressed effectively within defined service levels and call management guidelines.To manage and complete scheduled tasks on time.To ensure effective client communications take place.Ensure the effective assignment and escalation of incidents to senior engineers where appropriate.Apprise the Team Lead and seniors of emerging issues.To adhere to ITIL framework processes where applicableShare information across your team and departmentContribute documentation to the shared knowledge basePerform other duties as required.Willingness to travel to other PayPoint sites as and when required.
WHAT WE WOULD LIKE FROM YOU
Excellent Skills and knowledge of Active Directory and MS Exchange administrationGood knowledge of MS O/S and products - especially Windows 7/10 and Office 365Knowledge of supporting Tablets, iPhone, iPads advantageous.Knowledge of supporting smart phoneshandhelds including BES knowledge.Ability to proficiently BuildRollout TabletsDesktopsLaptops.Good knowledge of MS Office and Reporting toolsGood knowledge and understanding of internetecommerce technology and its importance to organisations.Technical awareness of IT server infrastructureExcellent English Language skills - understanding, speaking and languageAbility to perform desk relocation projects. PC redeployment, patch panels, floor ports etc.Desktop/Laptop Builds, using various deployment methods (SCCM)Confident in making Hardware changes, swapping out drives, memory, and graphics cards etc.
IT WOULD BE GREAT IF YOU HAVE THE FOLLOWING
A recognised qualification in I.T. - ITIL, COMPTIA A+, MCSA, MCSE or MCITP Additional Information PayPoint is an international business and on-site support hours may incorporate extended business hours in order to accommodate local working times.