IT First Line Support - English Speaking

Sapphire Systems

Zapopan, Mexico

hace 1 día

Job description

Sapphire Systems is a leading global provider of enterprise software applications and services delivering organisations with cloud-based industry specific solutions.

With over 1,000 customers worldwide, Sapphire partners with market leading software authors, develops unique customisations, and offers unrivalled customer service and support.

Headquartered in London with offices across the United Kingdom, United States, Latin America and Asia, Sapphire offers 24-hour support and has extensive knowledge and experience in helping clients to achieve a measurable return on investment.

This is a great opportunity for someone who wants to join a friendly, small and highly technical IT team where you can have a real impact.

We are looking for someone who is motivated, driven and wanting to start their career within IT.

Skills / Environment - The successful candidate will be responsible for :

To maintain a high degree of customer service for all support queries

To take ownership of user problems and be proactive when dealing with user issues

To log all calls on the tickets logging system and maintain full documentation

Maintain a log of any software or hardware problems detected*

Support users in the use of hardware equipment by providing necessary advice

To allocate more complex service issues to the relevant IT Support member

To arrange for external support visit where problems cannot be resolved

Ensures that internal SLA’s and ITIL / ISO processes are followed

Relevant 1st Line / Helpdesk Support Experience would be beneficial, but is not essential Knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies and Citrix

Experience using and troubleshooting MS Office 365

Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing & delegation)

Microsoft Azure Administration (Create, Delete, Update users and groups)

Basic understanding of Active Directory & Exchange

Basic understanding of setting up Mobile devices, Tablets, iPads

Basic understanding of PC hardware set-up and configuration Laptops in particular

Excellent telephone manner and face to face communication skills

Any SAP or Infor SunSystems support would be advantageous but not a requirement

Requirements

To be successful as 1st Line IT Support / Helpdesk Support, you’ll need :

Relevant 1st Line / Helpdesk Support Experience would be beneficial, but is not essential Knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies and Citrix

Experience using and troubleshooting MS Office 365

Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing & delegation)

Microsoft Azure Administration (Create, Delete, Update users and groups)

Basic understanding of Active Directory & Exchange

Basic understanding of setting up Mobile devices, Tablets, iPads

Basic understanding of PC hardware set-up and configuration Laptops in particular

Excellent telephone manner and face to face communication skills

Any SAP or Infor SunSystems support would be advantageous but not a requirement

Excellent Written and Spoken English

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