The employer is a UK company (Iasi office) that provides BPO services. This role will be part of an international team of experts, within the client company.

The Client Company:

The client is an IT Services specialist providing growing UK companies with management advice, project services, proactive network management and helpdesk support since 2004.

They work alongside business leaders to provide them with the visibility they need to control costs ​and deliver better results in all aspects of technology​. Their unique fractional ownership model gives their clients access to the full range of the company’s skills which provides their clients with their own full-service team at a fraction of the cost of doing it themselves through multi-year agreements.

The Team:

The role is a Level 3 working with a team of 5 others (1 x Level 3, 2 x Level 2 & 2 x Level 1) to manage and support existing clients for Helpdesk support and pro-active network management.

Core Responsabilities:

• Planning and managing support ticket queues;
• Receiving and dealing with user support calls;
• Escalate support tickets that cannot be completed within agreed service levels;
• Documentation of all work carried out into the ticket system;
• Adhere with all established processes, guides, checklists;
• Weekly update of the individual’s KPI performance;
• Participate in scheduled huddles and meetings.

Technical skills:

• Minimum of 4 years of experience in network/ IT systems and troubleshooting steps;
• Microsoft Windows Server (current and supported versions);
• Network (TCP/ DCHP/ DNS/ VPN/ Routers/ Switches);
• Microsoft Office Exchange 365;
• Backup technology;
• Hyper V (current and supported versions);
• Desirable: Working with cloud technologies, Cyber Security knowledge/experience, Microsoft Azure, MSP tools.