1st Line Support

Leeds, Yorkshire
Fruition IT Resources Limited

Key responsibilities

• Achieve 100% KPI
• Respond to all new assigned tickets within 30 min
• Provide response to all open tickets every 24 hours
• Provide responsive support to all customer enquiries and incidents
• Take ownership of incidents and ensure customer communication is clear and consistent through the ticket life cycle
• Manage your own ticket queue, providing a positive support experience for customers
• Carry out daily checks to backups and client infrastructure alerts
• To produce and maintain full client documentation, ensuring all changes and amendments are accurately recorded
• Provide on-site support to customers when necessary

Require skills:

• Azure experience including but not limited to
• Management of Virtual Machines and Azure Virtual Desktop
• Azure based networking, Virtual Network (VNet), Virtual WAN, ExpressRoute
• Microsoft 365 Systems
  • SharePoint management and administration
  • Office Apps
  • Exchange Management
  • Teams Management
  • 365 based product licensing
• Active Directory

Desired skills:

• Good knowledge of Networking principles including TCP/IP, DHCP, DNS, VLAN setup and management.
• Working knowledge of Hyper visor technologies such as ESXi and Hyper-V including clustered host environments.
• Firewall Management and Maintenance
  • Firewall Rules
  • Filtering Policies
  • Interface management & Load balancing
  • VPN

Personal Requirements

• A clear focus on high quality work, with the interests of the customer at the centre of all you do.
• Proven experience of end-to-end delivery of Projects & Technical Solutions.
• Excellent communication skills for dealing with diverse range of customers
• Keen for new experience and to grow skill sets, a genuine passion for IT
• Strong time management skills; demonstrably both in the delivery of projects and in managing your own workload
• Polite, mature, credible, and comfortable in with working in a demanding environment
• Resilience and resourcefulness to work efficiently and effectively when under pressure and to tight deadlines
• Have a desire to be part of an overall team and achieve team goals
• Commercially astute, understanding the need to balance service levels with necessary re-charges
• Strong problem-solving skills
• Ability to work under own initiative
• Flexible, calm, and approachable, ‘can do attitude
• Full driving licence with own vehicle