Technical Support Engineer

• Provide 1st, 2nd and 3rd line support for all user issues related to the UK’s Microsoft Windows, Linux
  and Apple OS desktop and server infrastructure. 
  
• Take proactive measures to ensure systems’
  availability and capacity.
  
• Make recommendations for service delivery
  improvements.
  
• Ensure that all servers
  and endpoint equipment are kept up to date with Windows updates and
  vulnerability patching
  

• Assist with the installation of
  Microsoft Windows based application servers such as Microsoft Exchange Server,
  Microsoft SQL Server, Microsoft Terminal Server and Microsoft IIS.
  
• Assist with the installation of
  Microsoft Windows authentication services and specialized applications for the JN Group UK entities.
  
• Assist with the support
  activities of third -party providers as it relates to the commissioning of
  and/or the resolution of issues with the Windows based application servers.
  
• Provide second -tier support for issues related to the
  Windows based application servers.
  

• Assist with maintaining the Business Continuity Plan for the Windows based application servers.
  
• Performs IT Security related
  tasks on the Windows and Apple desktop infrastructure which include the
  roll -out of security patches, the roll -out of antivirus software, and the
  maintenance of the desired IT Security configuration.
  

• Manage user accounts, access permissions and account -related requests.
  
• Experience using Fresh Service to manage and resolve IT incidents and service requests.
  
• Troubleshoot user hardware, software and access issues.
  
• Maintain accurate records of incidents, resolutions, and user support activities.
  
• Facilitate
  training sessions on IT department processes and procedures.
  
• Promote and assist in the implementation of
  strategies, policies and procedures that seek to guide and shape the service
  delivered by the department.
  
• Proficient knowledge in Windows client PC’s and
  servers.
  

• Create,
  assign as well as complete projects to improve the departments and organization’s
  processes.
  
  
  

Requirements