1st/2nd Line IT Support Technician (FULL TIME / PART TIME)

Role Summary

Shesh Tech have a diverse customer base, supporting clients from a wide range of industries. As a managed IT services, support and consulting firm, Shesh Tech needs to ensure it can maintain consistently high levels of support and advice to secure unrivalled customer service in the industry.

Role Overview

Working as part of the customer-facing IT support team, the role will involve answering support queries from customers and troubleshooting problems from 1st to 2nd line IT issues.

The role requires the individual to have the pragmatic problem solving skills needed to solve IT issues remotely and on site, working directly with customers to provide an exceptional level of IT support.

Key Responsibilities and Accountabilities

The key responsibilities of the role include but are not limited to:

  • Troubleshoot desktop/server and network problems. Diagnose and solve hardware/software incidents and problems.
  • Incident and problem management via our IT helpdesk.
  • Provide exceptional service and support to our customers.
  • Contribute to policies, procedures, processes and knowledgebase

    articles both internally and for our customers.

  • Onboard new customers on our suite of managed service tools.
  • Work to SLA thresholds for incident(s), request(s) and problem(s).
  • Prioritise and manage several open cases and projects at any one

    time.

  • Establishing good working relationships internally and with

    customers.

  • Keep up to date with advancements in the technology sector.
  • Regular reviews of internal and 3rd party antivirus, patches and

    system monitoring.

  • Supporting customers on both hardware and software applications.
  • Administering backups and restores using our backup and disaster

    recovery tools.

  • Administering internal and customer Active Directory policies, where required.

Skills, Knowledge and Experience

The ideal candidate would have a very high level of customer service experience and ideally have past experience working in a helpdesk environment. Training on internal systems and tools will be given where required.

Essential:

  • Experience within IT service deliver
  • Exceptional customer service
  • Willingness to travel to company sites (car required)
  • Knowledge and experience of Windows, Mac and Linux operating

    systems.

  • Experience with Active Directory and Group Policy administration.
  • Pragmatic troubleshooting and problem-solving skills.
  • Network trouble-shooting, TCP/IP and general WAN/LAN knowledge

    and trouble-shooting experience. Desirable:

  • High standard of incident and problem management
  • Past experience using helpdesk applications.
  • iOS and Android experience.
  • cPanel and WHM experience.