- Communicating effectively with clients via phone and email, responding to all requests and concerns in a timely fashion.

- Explaining resolutions, answering questions, and providing professional advice as needed.

- Ensure that requests for services are actioned and resolved within SLA limits.

- Take ownership of escalated tickets and action until resolved.

- Escalate tickets to Vendors when required.

- Ensure that industry best practices are applied whenever possible.

- Ensure that documentation is up to date.

- Follow processes and guidelines to achieve the best outcome.

- Maintain and develop own knowledge and skills.

- Sharing knowledge with team colleagues through the creation of KB articles and guides.

- Identify and escalate problem and recurring tickets.

- Maintain a high level of customer satisfaction.

- Installing and configuring computer hardware, software, systems, networks, printers and scanners.

- Monitoring and maintaining computer systems and networks.

- Provide Root Cause Analysis to customers.

- Provide Post Incident Reports when required to customers.

- Identify Problem issues and provide recommendations and/or solutions.

- Be the subject matter experts in nominated fields.

- Be able to design and implement solutions from conception to deployment to sign-off.

- Provide customers with regular updates.

- Provide technical leadership and feedback to other team members whenever required.

The above list is not exhaustive, and the role may change to meet the overall objectives of the company.

Technical Skills :

- 5+ years MSP Experience.

- Senior service desk support experience.

- Extensive knowledge of Microsoft 365 suite including Office 365, Azure, Intune, SharePoint, and ATP.

- Server and networking hardware troubleshooting.

- Microsoft and VMWare hypervisor experience.

- Citrix experience.

- Windows stack Server 2008/2012/2016/2019, AD, DFS, DHCP, DNS, Exchange 2008/2013/2016, RDS.

- Network design/build/install/cutover;.

- TCP/IP, routing, switching, LAN/WAN/VLAN, IPS/IDS, and security.

- Routers/Firewalls Sophos, Meraki, Palo Alto.

- Switches HP/Aruba, Ubiquiti, Meraki, Sophos.

- Wi-Fi rollouts (small to medium scale) Ubiquiti and Meraki.

- SD-WAN VeloCloud and Meraki.

- Backup and Disaster Recovery (ShadowProtect, Datto, ASR, ArcServe, and Veeam).

- Azure/AWS infrastructure design and build (vNets/VPCs, subnets, security groups, network virtual network appliances, virtual machines, express routes/direct connects, load balancers).

Functional Skills :

- Excellent troubleshooting and communication skills.

- Able to work well in a team setting.

- Excellent organizational and time management skills.

- Self-driven, flexible, and innovative.

Required Qualifications :

- Bachelors degree in Computer Science, Information Technology, Business, or a related field.

- ITIL Foundations (Mandatory).

- Microsoft 365 Administrator.

- Microsoft Certified Azure Administrator Associate.

- MCSA Windows Server.

- Palo Alto Network security administrator.

- VMware VCP Data Centre Virtualisation.

- CCNA Routing and Switching.

Experience : 5+ years.