IT Technician / Support Specialist

MERLIN GROUP OF COMPANIES

We are looking for an IT Systems Support Specialist to manage and support our large customer base and provide technical support to users in an efficient and professional manner. The selected candidate will be responsible to ensure that all the clients’ systems are operating efficiently through monitoring, reviews, maintenance and upgrades while maintaining a sound relationship with the customer.

Responsibilities:

• Administer clients’ switches, routers, Wi-Fi access points etc. storage systems and servers
• Maintaining computer networks and solving any problems that may occur
• Installing and configuring new networks, server and storage systems
• Identify and solve problems that arise with servers, computer networks and storage systems
• Organize and support clients’ server infrastructure, LANs and WANs and storage systems
• Handle IT incidents and service requests
• Incident logging through the service desk application, effective troubleshooting and gathering of the required information to manage/prioritize workload and escalations
• Ensure that SLAs are correctly set and met
• Communicate effectively between departments to provide salespeople with information to maximise sales depending on clients’ needs
• Ensuring that disruption from major incidents is minimized and solutions are implemented on time
• Provide after-hours on-call support for business disrupting incidents
• Billing customers for services provided
Expected skills and experience:
• 2+ years’ experience in server management, network administration and service desk environment
• Knowledge of network environments, installation, configuration and maintenance of office networks, enterprise hardware especially storage solutions
• Knowledge of Windows environment and administration (Active Directory, software installations, remote desktop assistance)
• Fluent written and spoken English
• Ability to efficiently troubleshoot and diagnose the cause of issues in a complex environment and to provide effective solutions quickly (our clients are business users and technical specialists)
• Excellent problem-solving skills
• Quick learner willing to improve his / her skills continuously
• A well-organized person able to handle various tasks at the same time
• Experience in managing brand-name storage solutions
• Ability to work unsupervised and under own initiative

Qualifications

• CCNA certified
• Any VMWARE / VEEAM certification
• Windows Image management and deployment
• Any Microsoft certification
• Any storage certification
• Any IT security certification