Key Duties/Responsibilities: 

• Provide second-line technical support via the service desk platform, telephone, email, and remote support tools.
• Support complex incidents and requests including deployment, configuration, maintenance, patching, troubleshooting, and monitoring, with a focus on infrastructure technologies.
• Resolve incidents and requests in a timely and effective fashion wherever possible.
• Own escalated tickets through to resolution, ensuring clear communication and high-quality documentation.
• Use RMM, monitoring, and diagnostic tools to identify issues proactively and respond to alerts, security issues, and patching requirements.
• Liaise with third-party vendors when required, ensuring effective technical information exchange and timely progression of escalations.
• Follow established procedures and ITIL-aligned processes for incident, request, problem, change, and escalation management.
• Escalate incidents and service requests promptly and appropriately, ensuring all relevant diagnostic information is captured.

Key Skills/Experience: 

• Strong experience with Windows desktop and server operating systems and domain services.
• Hands-on experience with on-premises and cloud virtualisation platforms.
• Understanding of storage technologies, including SAN/NAS, RAID, and backup platforms.
• Familiarity with best-practice update, upgrade, patching, and remediation processes across a wide range of technologies, applications, and platforms.
• Good knowledge of all common components of Microsoft 365 administration.
• Networking fundamentals, including switching, routing, VLANs, VPNs, and firewalls.
• Skilled use of remote support tools for monitoring and troubleshooting.
• Ability to manage workload effectively and meet SLA/KPI expectations.
• Handle escalated incidents with confidence and autonomy.
• Clear written and verbal communication with users, colleagues, and third-party vendors.
• Strong analytical and troubleshooting skills with methodical investigation techniques.
• Strong understanding of ITIL-aligned processes for incident, request, problem, change, and escalation management.
• Accurate and thorough solution and ticket documentation, including troubleshooting detail and customer updates.
• Ability to recognise issues requiring further escalation and ensure handover is technically complete.

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