IT Support

Responsibilities:

• Act as a senior agent who will drive stakeholder satisfaction through customer support and be
the point of contact when it comes to technical escalations.
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and
professional manner.
• Provide a feedback loop to wider staff and stakeholder on resolved and in progress problems
and incidents.
• Evaluate and analyze Helpdesk tickets trends and implement any necessary preventive
measures to reduce the number of recurring issues.
• Review all technical support related processes and documentation for continuous improvement.
• Work to create any relevant support material for the team.
• Assist in the creation and implementation of customer self-service material and tools.
• Apply patching and perform maintenance of the organization systems
• Participate in design sessions to build new environments or enhance existing ones
• Actively contribute to the execution of the IT Roadmap
• Ensure identified vulnerabilities are addressed and remediated

Skills and Experience Required:

• Strong knowledge in Microsoft 365 and Azure AD
• Strong knowledge in Windows products (server and workstation)
• Strong knowledge in VMWare-based virtualization
• Good knowledge of cybersecurity practices
• Experience in providing end-user support
• Experience operating in a context with a 3rd party IT Managed Service Provider

Additional Skills and Experience considered as an asset:

• Experience in Zerto Cloud Data Management and Protection
• Experience in Trend Micro endpoint security
• Experience in Microsoft Endpoint Manager (formerly Intune)
• Exposure to a Privileged Access Management solution (PAM)