Netier | Service Desk Engineer
vor 3 Wochen
The Service Team Level 1 role sits within our Service Team and reports to the Service Manager.
As a Service team member, you will understand the demands of the position, be a champion of our vision and values, support team members and deliver outstanding customer service to internal and external stakeholders.
This role is expected to achieve Service KPI's, positively contributing to our managed services with exceptional communication from start to finish.
This role will be expected to provide customer service excellence, support team members and continually improve both yourself and the business through your individual & team contributions.
Provide first point of contact for all incoming support calls and emails Respond to and resolve tickets within agreed Service Levels Agreements (SLA's) Assist clients with support such as; password resets, account lockouts, remote access issues, hardware and mobility break fix, configuration issues, IT troubleshooting, software installations, hardware installations and setup etc.
Provide application, network, and infrastructure support for clients Collaborate and escalate any level 2/3 issues to the Senior System Administrators/SME Specialists, Team Lead or Service Manager within a twenty minute timeframe Deliver high quality and timely levels of service to clients by providing excellent customer service Enter all ticket and time entries into the Netier CRM Database (ConnectWise) Maintenance of the CRM Database and ensuring all clients and ticket information is up to date Ensuring that quality of service to clients is maintained by providing excellent customer service to a variety of clients Desired Skills and Experience Qualifications:
Any relevant qualifications to technology and/or leadership Qualifications in ITIL frameworks and/or project management methodology Experience:
Windows Server management (2008 to 2016) Windows support and troubleshooting knowledge 7-11 MS Active Directory/Exchange Virtualisation – VMware (preferred)/HyperV/AHV(preferred)/KVM Excellent communication, time management and organisation Ability to adapt to a fast paced, changing priorities and technology environment Attributes:
Resilient and takes ownership of accountabilities.
Flexible within agreed policy and frameworks with ability to adapt as the organisation evolves.
Ability to plan and work to deadlines with excellent attention to detail.
Authenticity that engenders trust, and motivates behaviours aligned with Netier values, culture and growth.
Team player with the ability to actively listen, process feedback, reflect, learn and help others learn.
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