Senior IT Helpdesk

Senior IT Helpdesk & Onsite Support Technician

Company Overview: Join a leading IT firm renowned for pushing the boundaries of technology to deliver first-class technical support and innovative solutions. We pride ourselves on our skilled team that thrives on solving complex problems and exceeding client expectations. We are looking for an experienced and proactive Senior IT Helpdesk & Onsite Support Technician to enhance our technical support division.

Position Summary: The Senior IT Helpdesk & Onsite Support Technician will play a crucial role in managing advanced technical issues and leading our support initiatives. This position demands a high level of expertise in technical troubleshooting and problem resolution both remotely and at client sites. You will be lead in managing more complex service requests and installations, ensuring high levels of service and client satisfaction.

Key Responsibilities:

• Lead and manage advanced troubleshooting efforts to resolve system and network issues, serving as the second and third level of contact.
• Develop strategies to improve support processes and increase efficiency in service delivery.
• Install, configure, and support network equipment including firewalls, switches, wireless access points, DNS and DHCP.
• Proactively assess potential items of risk and opportunities of vulnerability in the network.
• Document all technical procedures and user guides for the knowledge base.
• Conduct proactive maintenance and analysis to ensure network security and integrity.
• Liaise with clients to determine their requirements and ensure customer service excellence during on-site interventions.

Requirements:

• Extensive experience in IT helpdesk support and network management.
• Advanced knowledge of network services, architecture, and security protocols.
• Expertise in managing, diagnosing, and troubleshooting computer & network systems and equipment.
• Exceptional analytical skills and the ability to manage multiple projects under tight deadlines.
• Strong leadership skills and experience in a supervisory role.
• Excellent communication and interpersonal skills to interact with team members and clients.
• Ownership of a reliable vehicle and a valid driver's license for travel to client locations.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Relevant certifications such as CompTIA Network+, Cisco Certified Network Associate (CCNA), or Microsoft Certified Solutions Expert (MCSE) are highly preferred.
• Minimum of 3 to 5 years' experience in a technical support role
• Deep understanding of help desk software, tools, and technologies, with a track record of handling high-level troubleshooting and support.

This position offers the opportunity to work in a dynamic, fast-paced environment where you can truly make a difference. Join us and leverage your skills and knowledge to advance your career and our goals.