Job Description

Job Description

Job Description

At ICSI, we are committed to bringing excellence to the IT industry. To answer the everyday security threats, ICSI will continue to use cutting-edge, cost-effective technology to reinforce our clients business through our IT staffing and software partnerships. 

ICSI is seeking a highly motivated and experience Service Desk Technical Team Lead to add to our team. In this role, you will be responsible for ensuring ownership is taken of client technical issues and that these are seen through to completion. It is crucial to provide exceptional and first-class remote, on site, and telephone based technical IT support at all times, building a rapport with existing and potential clients and ensure this is reflected among the support team.

Purpose: As a Service Desk Technician - Tier 2, ,you will play a critical role in providing 1st class support to end users. This will cover hardware and software support. You will be logging, updating, progressing and resolving incidents, and service requests, to agreed standards and timelines.

Duties and Responsibilities: 

• Provide exceptional and first-class remote, on site, and telephone based technical IT support at all times, building a rapport with existing and potential clients and ensure this is reflected among the support team.
• Management of technical queries from clients and ensuring all such queries are handled in line with the Service Level Agreements – progressing customer tickets and providing a point for escalation.
• Maintains relationships with clients to ensure effective two-way communication
• Set-up configure and support PCs/Laptops/networks
• Maintain all systems, applications, security and network configurations
• Be able to run Network cables
• Troubleshoot network performance issues
• Work on upgrades, patches, and equipment
• Provide technical support and guidance to users

  Requirements:

• Excellent verbal, written, and interpersonal communication skills
• Hands-on experience with Router, Switches, Servers and Desktops configuration and deployment
• Windows Server (2012,2016,2019,2022) / Active Directory
• Windows Client (7 through 11)
• Client / Server Networking
• Office 365 / Google Workspace
• ConnectWise Automate / PSA
• Datto, Veeam Backup, Intronis, Synology NAS equipment or similar.
• SonicWall, Cisco Meraki, Fortinet
• Ubiquiti, Cisco Meraki
• Sentinel One, Avanan, Blumira
• Experience using ITGlue or similar documentation platform.

Qualifications:

• 3-5 years of IT experience
• Microsoft Certifications (preferred)
• Highly self-motivated individual
• Ability to work independently and in a team environment
• Ability to handle multiple tasks while prioritizing and delivering results on time
• Excellent verbal and written communication skills
• Ability to think strategically with technical vision
• Attention to detail along with a commitment to quality and confidentiality
• Exceptional customer service skills, and a positive "can-do" attitude
• Must be accessible by phone or email outside normal business hours during on-call rotation.
• A sense of urgency and a commitment to timely completion of tasks and projects  

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