Level 1 IT Support Consultant

• Serve as the initial point of contact for resolution of desktop/laptop related issues.
  
• Troubleshoot, research, diagnose, document and resolve technical issues surrounding Windows applications, email, other line of business applications, Internet connections and hardware, software, printers, mobile devices via telephone or remote access software
  
• Document, track, resolve and report on problems and work orders using the assigned ticketing system
  
• Monitor networks, secure and non-secure, modify user accounts via Active Directory, submit changes to file management via the ticketing system, escalate network incidents, provide direct support to customers
  
• Monitor network status remotely using a defined remote monitoring and management suite and create applicable work orders for resolution as necessary
  
• Determine which escalation team can best resolve the problem and assign the task to the Level 2 engineering group, Level 3 engineering and project group, Network Administration or Management when a solution cannot be provided remotely within the defined service level agreement
  
• Ability to install, maintain, and troubleshoot network, system and application issues.
  
• Knowledge of workstation hardware and Microsoft Technologies.
  
• Technical expertise in the setup, operation and troubleshooting of all associated and follow-on operating systems
  
• Monitor secure and non-secure networks and escalate incidents to system administrators.
  
• Troubleshoot, research, diagnose, document and resolve technical issues surrounding Windows servers, applications, email, other line of business applications, networks, switches, Internet connections and hardware, software, printers, mobile devices via telephone or remote access software
  
• Ensuring we are always aware of and are implementing Best Practice
  
• Follow up with customers to ensure satisfactory incident resolution
  
• Update and maintain internal knowledgebase
  
• Ensure our cloud infrastructure is running at optimum levels
  
• Liaise with 3rdparty suppliers, vendors and partners.
  
• Researching solutions and presenting them to Danet Technology managers
  

Requirements

• Experience in monitoring, troubleshooting and maintaining IT environments
  
• Relevant IT qualifications/certifications
  
• Ability to work in a team environment and meet objectives and goals
  
• Ability to handle multiple tasks simultaneously and to complete assignments given with a high quality level
  
• Demonstrated analytical and troubleshooting skills
  
• Experience creating and maintaining IT documentation
  
• High level problem solving skills
  
• Strong written and verbal communication skills
  
• Strong interpersonal skills and ability to deal successfully with all levels of customers
  
• Positive customer service attitude
  
• Must be a team player