Technical requirements of the role

• General technical support
  • Provide full hardware level support on workstations
  • Troubleshooting of server failures and escalation to server team as required
  • Creation of users on both Windows and Linux platforms
  • Joining workstations to Active Directory managed domains and Samba managed domains
  • Setting up VPN connections on workstations
  • Monitoring/troubleshooting managed backups for clients.
  • Backup for managed services.
  • Desktop support
  • Symantec troubleshoot (installation troubleshoot)
  • Mimecast mail traces and troubleshooting
  • Enterprise printer setup.
  • SharePoint understanding (eg. how to upload files)
  • Malware/Adware removal
  • Knowledge of principles and processes for providing customer services.
    • This includes customer needs assessment meeting quality standards for services and evaluation of customer satisfaction
• Networking & connectivity
  • Configuration of ADSL/LTE routers.
  • Configuration of wireless access points
  • Configuration of managed switches
  • Troubleshooting of physical network failures
  • Assist clients with IP delisting from being Blacklisted
  • Understanding of network routing and mail flow
• Windows server administration
  • Maintenance and Support of Windows Server 2012R2 – 2022
  • Basic understanding of server maintenance.
  • Administration and Support of mail server administration (Exchange 2010 – 2019
    Office 365)
  • Administration and support of strong Windows security understanding (file sharing / access)
• Linux server administration (only basic support)
  • Samba 4 basic management of user accounts
  • Basic understanding of server monitoring.

• Managed services
  • Basic understanding of Server Monitoring (Windows)
  • Ticket prioritization.
  • Monitoring and Support of backups (Redstor)

Other administrative requirements of the role

• Ticket management
  • Tickets are to be updated daily with work notes or discussions with the client
  • Time spend to be recorded accurately on every ticket
  • Billing notes to be done accurately and professionally
  • Ensuring that all communication is checked to spelling and grammar mistakes
  • Calendar to be reviewed frequently throughout the day to ensure that scheduled tickets are attended to
  • Ensuring tickets are addressed before the specified time to ensure that tickets don’t exceed the SLA threshold and breaches occur
• Activities to be used for adhoc instances that don’t necessary require a service ticket
• Configuration files to be updated with every change on the client’s network and saved within the company record on ConnectWise