REMOTE OPPORTUNITY: IT Service Desk (L2 IT Support) with MSP EXPERIENCE!

• Work Schedule: EMEA Timezone (8:30 PM to 5:30 AM)Type: Full-time
• Work Arrangement: Remote

Primary Role Responsibilities Technical ability to resolve incidents/requests through the Service Desk Ticketing portal Technical ability to support 1st Line Engineers Technical ability to assist 2nd Line Engineers and Infrastructure Document handling skills in writing procedures and work instructions Assisting in Problem Management Incident Management Technical ability to investigate the root cause and provide solutions and recommendations Proactive mindset

Overview of Tasks and Responsibilities: Provide any supporting reports to stakeholders as and when required; Provide 2nd line technical, clear and professional support to all staff in the first instance by phone or email; To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA; To arrange for external technical support where problems cannot be resolved in house; Maintain a log of any software or hardware problems detected; To take ownership of user problems and be proactive when dealing with user issues; Support users in the use of computer equipment as and when needed; Be able to support 1st line engineers when they need to escalate a request or incident; Provide training and assistance for the 1st line team to progress their skill sets. To allocate more complex service issues to the 3rd line IT Infrastructure Engineers. To act at the customer service point of contact between the 3rd line and the client. Respond to enquiries from clients and help them resolve any hardware or software problems; To assist in the completion of light projects such as the onboarding of clients. Skills & Experience Must have worked in a customer-facing IT support role for 5+ years with a high focus on the Service Desk side. Must have worked in a customer-facing IT support role for 2+ years

Deep working knowledge and experience of the Microsoft stack of technology at administrator level, including Windows Server, Exchange, System Center, Active Directory, and Office 365Highly technical around networking (TCP/IP, DNS, DHCP, etc.), voice, and data communications

Aware of the ITIL process and able to create and maintain operational support documentation; Previous or current experience working for an IT managed services provider (MSP); Able to spot trends and patterns on tickets if they are recurring

• Documentation skills (documenting internally and externally)
• Has Microsoft Certificates (REQUIRED) as well as ITIL® 4 Foundation certification (ADVANTAGE)Takes ownership
• For a faster process, you can send your resume to mikaella.lumague@talenthero.co