client support engineer - windows.

Key Responsibilities

 Respond to client issues received by telephone, voice mail, e-mail and via the customer

portal

 Respond to incident alerts, making sure that they are progressed effectively within

defined service levels and call management guidelines

 Manage and complete scheduled tasks on time

 Ensure effective client communications take place

 Ensure the effective assignment and escalation of incidents to senior engineers where

appropriate

 Advise the Team Lead of emerging issues

 Adherence to ITIL framework processes

 Share information across your team and department

 Contribute documentation to the shared knowledge base

Knowledge

Required

 Good understanding of web site technology

 Understanding of TCP/IP addressing, sub-netting and routing basics

 Familiarity with networking terminology

 DNS troubleshooting

 Basic understanding of VMware and awareness of Cloud technology

 Good knowledge and understanding of internet/e-commerce technology and its

importance to organizations

 Good technical awareness of IT server infrastructure

 Understanding of cyber security and enterprise level anti-virus threat detection

management

 Knowledge and experience of using a call management system

Desired

 Understanding of Cisco firewalls / VPN

 Familiarity with load balancing / CSS technologies

 Microsoft Exchange Mail flow

 Microsoft SQL performance troubleshooting, mirroring, Log shipping

 Supporting Citrix XenApp

 Exposure to UNIX OS

 Knowledge of the ITIL framework

 MCITP / MCSE / MCSA / CCNA / CompTIA