Basic knowledge of backup and restore procedures.Deep understanding and knowledge of Apple macOS.Apple, computers, tablets and mobile devices.Good understanding of a wide range of end user devices and operating systems including (but not limited to): Relevant degree or qualified through equivalent experience. Twelve months working in a customer focused IT role, such as a service desk, or technical support function. Self-motivated to find solutions to customer issues under guidance from senior members of the team.Equally happy to work as part of a team, as well as individually where necessary.Calm under pressure with the ability to manage conflicting priorities.Understanding of SLA and KPI terminology and how they apply in the context of a managed IT service provider.Excellent written and verbal communication skills.You will participate in an on-call rota, to provide emergency out-of-hours cover.You will follow change management procedures, including documentation updates where appropriate.This process involves asset management procedures, preparation of delivery documentation and coordinating couriers. You will receive and prepare IT equipment, such as computers, printers and network equipment, to send to client sites.You will document incident resolution and assist in the creation of knowledge base articles to aid clients and internal teams.You will assist senior engineers with the investigation and resolution of network and infrastructure problems where necessary, and carry out specified maintenance procedures as directed.You will assist in the problem management process and ensure all relevant information is logged to avoid rework following ticket escalation.You will carry out scheduled maintenance visits to clients on pre-agreed schedules.You will perform remote and onsite troubleshooting, employing diagnostic techniques, specialist tools, and directed questions.As a support professional, you will diagnose, prioritise and investigate incidents, according to defined procedures, and will assist in keeping all documentation up-to-date.This role will require you to spend some of your time on client sites, either as part of regular maintenance visits, project work or responding to incidents which cannot be resolved remotely. You will assist in running our "Tech Bar" service - offering a range of support, advice and training, and empowering users to get the most from their tech.
The candidate will need to be flexible depending on team requirements, hours may change slightly from week to week. The successful candidate will work regular weekly hours from Monday to Friday 9am to 6pm. International travel to our global offices may also be required from time to time. When not booked into a client site you will be required to work from home. You will be working in various locations around Manhattan. We focus on delivering a premium service to some of the world’s most discerning clients.
Synergy Associates is an International IT Managed Services Provider (MSP), with offices in London, New York, LA, Dubai, Paris, Singapore and Hong Kong.
0 kommentar(er)
