ENVIRONMENT:
Trusted by our customers worldwide for more than twenty years, Enables IT is dedicated to solving business problems and delivering service excellence. We adopt a consultative approach, ensuring that we understand the individual needs of our customers whether integrating with in-house IT departments or supplying a complete outsourced solution.

EnablesIT is currently seeking a fulltime First Line IT Service Desk Technician to form part of a busy service desk . Day-to-day support consists of server monitoring and maintenance tasks including remote support cover, server management and dealing with client problems over the phone and solving or escalating these issues in a helpdesk environment.

The chosen service desk team member will be able to work with little supervision while still acting as part of a team, will be able to multitask, and will project a positive, upbeat, professional manner even in the face of frustration and/or upset or angry customers. It goes without saying you will need to have a strong grasp of the technical issues you will be addressing

DUTIES:
1. Remote Support.

1.1 Provide first line remote computer support to all clients.
1.2 Respond to allocated calls within 15 minutes.
1.3 Close calls in a timely and efficient manner.
1.4 Keep open calls up to date in call notes.

2. Server Management.

2.1 Monitor servers and network equipment for contracted clients.
2.2 Follow preventative maintenance routines to prevent technical failures where possible.

3. Documentation.

3.1 Produce accurate and detailed technical documentation.
3.2 Produce reports for clients related to server management tasks.
3.3 Update documentation produced by others.
3.4 Follow internal document management procedures.

4. Customer Services.

4.1 Deliver an exceptionally high level of customer service to all our clients.
4.2 Always take that extra step to exceed the customer’s expectations.
4.3 Be able to set realist customer expectations.

REQUIREMENTS:

• At least 1-2 years hands-on commercial IT support, supporting the SME sector, focusing on Microsoft technologies.
• 1 years’ plus experience working in a fast paced helpdesk environment including dealing with call ticketing systems, escalations and following up on problem calls.
• Knowledge in supporting mobile devices is a big advantage
• Experience managing backups.
• Experience of supporting network and communication technologies e.g. firewalls and VPN’s,
• Working experience in Antivirus software.

Candidates should email a cover letter and CV replying to this ad. Describe in your cover letter why you are interested in working with EnablesIT and how your experience matches with our needs. Please include your salary requirements.