The main responsibilities of the role include:

• Provision of support through compilation of accurate details of the problem reported, initial investigation where appropriate and using escalation in line with company policy and guidelines
• Driving the resolution of tickets through to closure by working closely with colleagues and the customer and ensuring regular updates
• Compilation of service reports for partners including driving investigations of critical service faults
• Administration and maintenance of the Helpdesk ticketing system – Jira Service Desk
• Monthly reporting on helpdesk activity and adherence to external and internal SLA requirements

EDUCATION AND QUALIFICATIONS

• University Degree (BSc or higher) in a related discipline (e.g. Systems Engineering, Computer Science, etc…)
• 5+ years of relevant experience
• Experience with Linux systems
• Excellent English oral and written communication skills
• Customer oriented with an eye for detail, and a thorough and methodical approach
• A well organised approach, to juggle different projects and able to work under pressure
• Ability to work both independently with minimal supervision and in a team-oriented, collaborative environment is essential
• Ability to complete tasks, handle challenges, think creatively and provide quality solutions within tight deadlines and budget
• Strong technical skills including servers, networking components including Cisco VPN and other