Key Responsibilities:
- Provide second and third-line technical support for server-side Windows issues, occasionally assisting with first-line duties.
- Respond to, document, and resolve service tickets promptly per SLA requirements.
- Conduct root cause analysis and recommend preventative measures.
- Maintain and support Windows servers, Office 365, and related platforms.
- Manage Active Directory services, including user account management, group policies, and domain controllers.
- Ensure proper configuration and maintenance of DNS and DHCP services.
- Ensure Active Directory is configured and maintained as a central system.
- Understand network fundamentals, including how networks and routing work.
- Collaborate with network teams to troubleshoot and resolve network-related issues.
- Develop and maintain PowerShell scripts to automate routine tasks and improve efficiency.
- Implement automated deployment and management processes.
- Collaborate on projects, exchange information, and work independently.
- Accurately document work orders, project plans, and scripts.
- Utilize superior problem-solving abilities to identify, assess, and resolve complex technical problems.
- Provide exceptional customer service to end users.
Requirements:
- Strong understanding of Windows servers, Active Directory, DNS, and DHCP.
- Experience managing Office 365 environments.
- Basic networking knowledge, including understanding network fundamentals and routing.
- Advanced skills in PowerShell scripting for automation.
- Excellent problem-solving skills for diagnosing and resolving complex technical issues.
- Ability to document project plans, and work orders, and develop checklists for typical problems.
- Experience in performing root cause analysis and recommending preventative measures.
- Knowledge of helpdesk systems and SLA requirements.
- Must be open to hybrid working, with a few days per week in the Manila office as part of the return-to-office transition.
- Must be able to work during UK timezone