Nightshift 2nd Line Support Technician at Potentiam Limited

Duties & Responsibilities

• Responsible for traditional 2nd line duties including (but not limited to) desktop support, server support, live meeting management (Teams), kit procurement, equipment configuration (Phones and Laptops) etc.
• Delivery of high level of Customer Service always tall levels of staff, up tDirectors.

Skills & Experience Required

• The right candidate will bring a good blend of soft skills, behavioral competencies (as listed above) 
• and technical ability. 
• Their experience will include: 3 years’ experience working in a Service Level driven technical 
• support role with specific technical knowledge and experience of M365, Azure and iOS Support. 
• Qualifications in these are advantageous but actual experience is essential. 
• Other experiences will include:
• Excellent customer service skills in a face-to-face environment
• Ability tprioritise workload
• Understanding of SLAs
• Knowledge of JAMF (Preferable thave experience)
• Mac OS Accreditation 

Accreditation or experience in some of the following technical products;

• Office 365
• License administration
• Creating new users & groups
• Microsoft Exchange Hybrid
• SharePoint
• OneDrive 
• Teams
• Azure
• Conditional Access
• MFA
• Intune (MDM)
• ADFS
• Microsoft Windows 10 / Server 2012+
• Apple iOS mobile device maintenance and support
• Laptop and desktop hardware maintenance and support (Windows and Apple)
• A good understanding of TCP/IP, DNS and Microsoft Active Directory 
• Strong understanding of Windows based operating systems and networking 
• Microsoft RDS & RemoteApp
• WAN, Routers, Switches and Wireless Networks

Advantageous skills:

• Connectwise
• IT Glue
• 3CX
• Manage Engine products
• Email filtering solutions, specifically Mimecast 
• Web filtering solutions
• Setting up & running Teams Live Events
• Qualsys
• Adobe Creative Cloud
• Accreditation in any of the following technical products;
• Microsoft Server 2012/2016+
• Microsoft Windows 10/11
• Microsoft Exchange Server 2016+

Understanding of;

• Security principals & best practices
• Understanding of hosted IT services
• Slack
• Atlassian/Jita/Confluence
• Contentful
• Jumpcloud
• Uniflow Online
• ManageEngine Patch Manager Plus