• Providing 1st/2nd Line remote support• Providing on-site support for incidents that require local resolution which are not resolvable remotely• Responding to system and service access requests • Providing hands-on support for IT project implementations • Supporting hardware and software installation/configuration in accordance with corporate policies• Maintaining up-to-date systems documentation• Establishing effective working relationships with IT teams and user base• Proactive problem identification and resolution • Providing guidance and advice to users on the use of hardware and applications• Ensuring customer satisfaction throughout incident resolution process Key technologies: • Microsoft Desktop (Windows 7, 8 & 10)• Microsoft Applications (Office & Skype for Business)• Microsoft Server (Window Server & Active Directory) • Microsoft Cloud (Office365 & Software Licencing)• Dell & HP (Server & Desktop Hardware)• SolarWinds (Server & Desktop Monitoring)• Sophos (Endpoint & Mobile Security)• Egnyte (Cloud File Sharing)• SonicWall (Secure Remote Access)• Autotask (Professional Services Automation)Experience Level: 2 years Technical with 1st/2nd Line Support