ICT Technical Support Specialist - REMOTE
Commuserv, Pakistan
Job Description
Knowledge & Experience (including but not limited to): A minimum of five (5) years experience in a similar role and demonstrate the following:
Experience in troubleshooting and maintaining Server and Storage platforms including Windows Server (2012-2019);
Experience in troubleshooting and maintaining Client Systems including Windows 10, Mac, Apple & Android;
Experience in troubleshooting and maintaining Network Systems and infrastructure including Switches, Firewalls, Routers, WI-FI, modems and uplinks; Experience in managing virtualised environments, preferably with Microsoft Hyper-V;
Strong understanding of ICT systems, including:
o Active Directory, AzureAD, GPO, WSUS, DNS & DHCP;
o Public Cloud Platforms (Azure, AWS);
o Cyber security, risks and controls within systems and user devices (Microsoft Purview and Sophos Frameworks);
o General Line of Business application support;
o Microsoft 365 Tenant Design and Management including Exchange Online, SharePoint, Microsoft Teams, Intune and OneDrive, Secure Score;
o Microsoft Exchange;
o Microsoft Remote Desktop Services
o Network Platforms (Aruba, Office 365, Sophos, Ubiquiti)
o PowerShell Scripting and/other scripting languages
o Systems and Software Licensing
o Unified Communications, SIP and VOIP (Teams, 3CX, Maxo)
1. Operational
Monitoring and responding to incoming requests related to IT issues from our clients;
Proactive, troubleshooting and remediation of alerts, events and incidents within agreed timeframes;
Testing and monitoring of moves, adds and changes;
Investigate and resolve complex escalated incidents (level three capacity);
Provide support and maintain operational documentation across supported technology areas;
Accurate time recording and timesheet management.
2. Tactical
Propose and seek approval to develop and implement improvements and enhancements;
Perform proactive deployments, upgrades, updates and replacement of hardware, software, cloud and security platforms;
Maintain monitoring, logging and alerting platforms; Perform availability and capacity planning activities;
Be a leader in migrations from localized solutions to Microsoft Office 365 cloud and security solutions.
3. Technology
Contribute to the selection of platforms and solutions;
Review, recommend and maintain design standards;
Provide advice, guidance and technology expertise to peers.
4. Relationships
Provide advice, guidance and technology expertise to peers;
Deliver customer service through multiple channels including human, digital, self-service, and automated;
Provide essential online security advice and support;
Maintain collaborative, efficient and effective working relationships within the business and with external suppliers and providers;
Provide feedback and escalate to manager as required.
Job Specification
o Active Directory, AzureAD, GPO, WSUS, DNS & DHCP;
o Public Cloud Platforms (Azure, AWS);
o Cyber security, risks and controls within systems and user devices (Microsoft Purview and Sophos Frameworks);
o General Line of Business application support;
o Microsoft 365 Tenant Design and Management including Exchange Online, SharePoint, Microsoft Teams, Intune and OneDrive, Secure Score;
o Microsoft Exchange;
o Microsoft Remote Desktop Services
o Network Platforms (Aruba, Office 365, Sophos, Ubiquiti)
o PowerShell Scripting and/other scripting languages
o Systems and Software Licensing
o Unified Communications, SIP and VOIP (Teams, 3CX, Maxo)