Onsite Support Engineer - Fulltime

Strong Computer Skills and the Ability to Troubleshoot and Diagnose complex problems Exposure to and knowledge of Microsoft Active Directory and Office 365 concepts and administration Experience handling L2/L3 troubleshooting for Windows & MAC OS Experience with Citrix and Microsoft Remote Desktop concepts and administration Knowledge of DHCP, IP routing, VPN, and firewall concepts Experience in supporting minor hardware repairs (Desktop & Laptop) Experience in phone system administration Provides third level investigation and diagnosis Resolves and closes incidents/service requests as per help desk procedures & within SLA Escalates unresolved incidents/service requests within agreed timescales Logs relevant incident/service request details per help desk procedures Communicates with client regarding incident progress Ensures tickets are updated at all times until issues are resolved Liaises with clients, other IT support groups and 3rd party providers when necessary Performs imaging/reimaging of PCs Performs IMAC (Install, Move, Add and Change)