Technical Support - Server, Desktop, Network & Web support


Job #: 8578 Post Date: 09.07.2017 13:37

General information for the business: infosecpartners Description of support work: We are an MSP looking for 1st & 2nd line technicians to provide technical support to our clients over phone, email, and remote desktop support. 

Successful Candidates must have excellent communication Skills in Spoken and written English. Must have access to reliable internet 24/7 and must have experience in supporting english speaking clients Required Knowledge; Understanding/experience with all Microsoft Operating Systems Understanding/experience with all Microsoft Office Applications Understanding/experience of TCP/IP Understanding/experience of DHCP Understanding/experience of DNS Understanding/experience of remote access tools Experience with Desktop and Laptop configuration and deployment Understanding/experience with Antivirus Products The following knowledge would be considered advantageous; Experience with virtualized environments – Hyper V, Xen and VMWare Experience with Server operating systems – Microsoft and Unix/Linux Any programming experience Web design/development Appropriate IT degree/Qualifications Experience · Previous experience in an IT support desk · An understanding of ITIL processes · Experience with helpdesk tools within an ITIL environment. · Excellent communication skills, including articulate in verbal communications and accuracy in written communications 1st Line Support – Main responsibilities · Handling all incoming support related enquiries, from external clients, partners and internal users, providing first line support and resolution within defined targets. · Providing a First Line support service, using a professional and technically competency, and following the ITIL processes adopted by my client. · Accepting all technical support and project calls and logging them into support system. Ensuring all tickets are managed and progressed to a satisfactory conclusion. · To provide timely, accurate and professional communications to clients/partners, including verbally by telephone, or in writing by email or in the Support Portal. · Recording and escalating matters that cannot be appropriately resolved to the Second Line Analysts. · Ensuring that all support tickets are properly managed, regularly updated and an accurate account of activities that have taken place to progress towards their timely resolution or closure. We are looking for a talented, dedicated individual looking to build his or her skills in a dynamic start-up environment. 

The Technical Support Specialist must have: 
Demonstrated ability to handle a significant volume of customer tech support requests.
Fanatical dedication to customer service.
Proactive, thoughtful, focused on constant improvement.
Rigorous attention to documentation, timeliness and metrics.
Ability and desire to independently find solutions to previously unsolved problems.

Skills: troubleshooting, call-handling, customer service, technical support. Extra notes:

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