Complete PC Solutions has been in business for 28 years and has grown rapidly in the last 12 months and now requires a skilled Help Desk/Service Desk consultant to join its technical team in the next phase of the company's expansion.

Job Description:

You will be responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: desktops, laptops, servers, printers, networks, and vendor specific hardware and software.

Key Role Functions:

IT Support relating to technical issues involving clients core business applications and various operating systems, including configuration of desktops & laptops.

Support of disaster recovery solutions including client backup management.

Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

Provide telephone and remote support.

Oversee the remote monitoring and management system alerts and respond accordingly through service tickets.

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

Improve customer service, perception, and satisfaction.

Fast turnaround of customer requests.

Ability to work in a team and communicate effectively.

Work with the Service Desk Team to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently to meet SLAs.

Escalate service requests that require engineer level support.

Responsible for entering time into ConnectWise tickets as they occur.

Knowledge, Skills, and/or Abilities Required:

Advanced understanding of operating systems, business applications, printing systems, and network systems.

Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.

Diagnosis skills of technical issues.

Ability to multi-task and adapt to changes quickly.

Technical awareness: ability to match resources to technical issues appropriately.

Service awareness of all organisation’s key services for which support is being provided.

Typing skills to ensure quick and accurate entry of service request details.

Self-motivated with the ability to work in a fast moving environment.

Diverse knowledge is a must as you will help maintain over 80 clients systems and networks each with varying requirements.

To be a perfect fit for this role you will need the following skills/attributes:

Minimum 2 Years IT technical support experience.

Previous experience working in a first level help desk role (Highly Regarded).

Experience using ConnectWise Manage (Highly Regarded).

Experience using Kaseya Products including Datto RMM (Highly Regarded).

Intermediate Windows 10 Pro & Windows 11 Pro Knowledge.

Basic Windows Server Role Knowledge including Active Directory, Group Policy, DHCP, DNS, PowerShell (Highly Regarded).

Intermediate Microsoft 365 Knowledge (Exchange Online, SharePoint, OneDrive & Teams)

Basic Microsoft Exchange Server Knowledge.

Intermediate Veeam and Datto BCDR /Saas Protection Knowledge (Highly Regarded)..

Excellent verbal and written communication skills.

Excellent customer service skills

Knowledge of architecture and systems in terms of hardware and software requirements.

Only shortlisted candidates will be contacted.