Job Description

Purpose of Role
In this role, you will provide maintenance of the computer desktop, server environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the
Brennan IT Service desk function. You will be responsible for administration and internal support of the customers PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations. Brennan Managed Service clients, Brennan IT engineers and staff.

To ensure all contracted levels of performance are achieved and SLA’s as agreed are met. Will have end to end accountability of logging incident, service desk toll free number calls/over flow, operational transactions, resolutions of the issues during shift and shall be responsible to continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings.

Experience: 5+ years of experience in Windows Engineer / Wintel / Technical Support role.

Key Qualifications - Essential
This role requires the following Qualifications;

• Microsoft Certification.
• VMware / Virtualization Certifications
• SQL
• Linux
• Security – Sophos / Anti Virus
• Backup Software knowledge

Key Competencies - Essential
This role requires the follow Competencies and Experience;

• Any graduate/perusing graduate.
• Must be able to learn and support new and quickly changing technologies.
• Ability to research solutions or information regarding technical issues.
• Excellent interpersonal skills.
• Good work habits under pressure.
• Familiarity with a wide range of standard office automation products.
• High energy level.
• Detail oriented.
• Must have a good command of the English language in order to provide effective phone, desk-side, and email support.

Key Skills - Desirable
The following Competencies and Experience would be an advantage in this role;

• ITIL V3 Foundations certified.
• Previous experience in MSP helpdesk.
• Good understanding of ITSM.
• The following Qualifications would be an advantage for this role;
• ITIL Service Management accreditation

Key Responsibilities:
Your activities and duties may include and not limited to:

• Responsible for ticket progression towards resolution and closure adhering to the SLA’s as agreed.
• Maintaining internal and customer communication during the issue resolution.
• Responsible for updating technical & process documentation and also build internal knowledge database.
• Responsible for planning and managing the team roster and scheduling resolution allocations for project tasks and change execution.
• Work with Transition team for new clients on boarding and setting operational processes.
• Adherence and compliance to the defined internal and customer processes and tasks assigned
• Training and Mentoring IT engineers and other staff as necessary.
• Operational escalation point for the engineers reporting to him/herself for internal staff.
• Technical escalation point for all Jr. Associates, Associates.
• Execution of maintenance items out of hours (Patching)
• Out Of Hours server reboots & checks.
• Best Practice Customer Env. Assessment.
• Escalation point for User and access management (password, user management, folder access, group policies, drive mapping, mail box management, delegation of rights)
• Vendor Management (hardware and Software vendors – HP ,Dell, MS, VM, Citrix and others)
• On premises backup alert management and monitoring
• Act as escalation engineer for Patching, Backup issues.
• Adhere to Change management internal and customer
• Mitigation experience of vulnerabilities found in penetration testing for server side.