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