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:

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

1st Line Support