Job: Helpdesk Support

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  • Title Helpdesk Support
    Categories Latest Jobs in Gibraltar
    Salary DOE
    Location Gibraltar
    Job Information

    IT Helpdesk – Level 2 Support

    Our client is a well-established financial services company based in Gibraltar.  They provide a range of services from pensions, wealth management, corporate services and investments to a large international client base.

    As a part of the Help desk team, you will be responsible for delivering support to local and remote users. You will be addressing and managing requests which have been escalated from Level 1.

    Your main tasks will include:

    • Dealing with escalated requests from Level 1
    • Second level support for Office software and hardware incidents
    • Second level support for telecom and network incidents
    • Second level support for incidents related to in-house applications (after appropriate training)
    • Handling IT incidents and requests received via telephone, email or Help desk application (SolarWinds Web Help desk)
    • Incident logging through the Help desk application and managing/prioritising workload
    • Remote user administration
    • Updating internal “knowledge-bases” to provide established solutions to end users

    Requirements for candidates filling this position include:

    • Experience of Call Centres
    • Experience as Level 1 support (or equivalent) a plus
    • Deep technical background
    • Ability to explain technical solutions clearly and easily
    • Excellent knowledge of Microsoft Windows 7 operating systems
    • Excellent knowledge of Microsoft Office 201x applications
    • Good knowledge of hardware configuration
    • Excellent knowledge of user account administration (Active Directory and Exchange Server)
    • Good knowledge of networking infrastructures (LAN and WAN)
    • Good knowledge of SQL and database structures
    • Experience in a critical real-time production environment
    • Experience in dealing with requests escalated from Level 1 support
    • Excellent communication skills
    • Experience in an end user-based environment
    • Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
    • Good ability to research and implement new ideas and fixes
    • Self-motivated and ability to work on own initiative in a pressure environment
    • Willing to work variable shifts where necessary including evenings, weekends and public holidays

     

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