Senior Engineer, IT Technical Support

  • Job Reference: 6180
  • Date Posted: 3 May 2022
  • Website: https://www.thomasdessain.com/
  • Location: Jersey
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Great role providing technical customer support; troubleshooting, diagnosing and resolving technical customer issues and equipment by remote or onsite support; develop good relationships with contacts at all levels; research and analyse significant issues; be informed on emerging trends; publish support documentation; document information for multiple applications; ensure knowledge sharing of solutions is captured on known error database; mentor and train other technical support staff; provide documentation and direct feedback to field technical specialists; log incidents using defined tracking software; create templates for call logging; maintain high service levels for customers thorough quality control checks; monitor and log all client communications, process requests and document changes; identify records and work with management to proactively revise current procedures and tools to improve customer satisfaction; participates in projects for process or quality improvements; schedule deployment windows with relevant business units; evaluate system potential by testing compatibility of new programs with existing programs.
Candidate will have Degree in IT and Computer Sciences; professional qualification such as ITL/Foundation Certification, Apple OS Essentials, O365, A+,N+, MCDST, MCITP and other Microsoft Certifications; experience in Infrastructure Private and Public Azure Cloud, Advance knowledge of Network, IaaS, Hyper-V, Active Directory, DHCP, DNS, windows platforms, Office 365, VDI/Citrix, Terminal services; 5-7 years’ solid experience in advanced support role within large/medium size organisations and service desk in large/medium size organisations; 5-7 years’ AD Account management experience.  Must be able to manage tasks simultaneously with minimal supervision.
Five years continuous residence in Jersey required.