IT Helpdesk Support

As the IT Helpdesk Technician, you will handle Level 1 issues on network, windows servers, linux unix and virtualisation tech including hyper-v, VMware within an ITIL based management environment. This is a 12 months contract (renewable) role.

Responsibilities:

1. First point of contact for phone calls and emails from customers and collect the relevant information to prioritise and categorise interactions.
2. Maintain a high level of customer satisfaction by owning issues (leveraging the wider resources to assist and following incidents through to resolution).
3. Maintain a thorough understanding of ITIL best practice.
4. Demonstrate ability to work effectively with minimum supervision and must have flexibility in accordance with the needs of the business.
5. Respond to automated detected events from monitoring systems, validate if the event represents an interesting event and collect relevant information to prioritise and categorise the incident.
6. Enter incident details and progress of incident resolution into the Incident tracking system.
7. Perform diagnostics on IT infrastructure including Routers, Switches, Firewalls, HP-UX, Linux, VMware, MS Windows Servers and Storage.
8. Undertake troubleshooting activities to either resolve the incident or identify the need for technical escalation.
9. Identify customer sensitive situations and instigate management escalation.
10. Ensure that the details of the incident and resolution are correctly recorded in the system.
11. Undertake other IT administration tasks.

Requirements:

1. Diploma in IT or related field.
2. Minimum three years experience in a similar role.
3. Professional certificate such as Networking, CCNA, ITIL, etc. would be an advantage.
4. Customer service oriented.
5. Working knowledge of networks (Routing, Switches, TCP/IP, Network Layers 1 to 7, troubleshooting).
6. Level 1 skills in a Server Operating System (e.g. MS Windows Server or Linux or HP UX).
7. Excellent communication skills (verbal, written and presentation).
8. Must be comfortable working in a fast-paced, demanding environment, under immense pressure.
9. Working hours: 12 hour rotating shift, work 2 days, rest 2 days; 8am to 8pm: 8pm to 8am.

Interested candidates are invited to send in your Resume in MS Word Format stating your past work experience and reasons for each leave.

We regret to inform that only shortlisted candidates will be notified.