Your key performance areas will include, but are not be limited to:

1. Ensure that all client-allocated SLA conditions are adhered to.
2. Ensure support tickets are escalated timeously and meet SLA requirements.
3. Document, communicate, and manage the workflow of all service and support requests logged.
4. Provide professional telephonic and email technical support.
5. Identify trends and recurring issues and escalate them appropriately.
6. Diagnose and resolve technical issues in a timely manner, ensuring customer satisfaction.
7. Maintain exceptional attention to detail when logging support requests.
8. Perform first-line Active Directory and Microsoft 365 administration.
9. Provide in-house and third-party application support.
10. Troubleshoot and resolve VoIP, Wi-Fi, and networking issues.
11. Manage service desk interactions with internal teams, third-party suppliers, vendors, and developer teams.
12. Demonstrate strong organizational skills and the ability to work independently.
13. Provide hands-on hardware and software support and troubleshooting.
14. Be available to provide occasional after-hours remote support when required.

Minimum Requirements

• 1–2 years of experience in an IT Service Desk, Help Desk, or First Line Support role.

Relevant Microsoft certifications are required, including:

• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• Microsoft 365 Fundamentals (MS-900) and/or Microsoft 365 Administrator (MS-102)
• Microsoft Azure Fundamentals (AZ-900)

Solid understanding of:

• Microsoft 365 administration
• Active Directory and Azure Active Directory (Entra ID)
• Windows desktop operating systems
• Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi)
• VoIP technologies
• Excellent troubleshooting, communication, and customer service skills.
• Strong attention to detail and the ability to prioritize tasks in a fast-paced environment.
• A team player with a proactive approach to problem-solving and continuous learning.