Technical Support Associate providing assistance to hearing care professionals and troubleshooting technical inquiries for Sonova's hearing solutions. Join a collaborative team in improving audiological customer support.
About the role
- IT Support Technician providing remote and occasional on-site support for SME customers' IT infrastructure. Responsible for troubleshooting a range of technical issues across various environments.
Responsibilities
- Provide 1st and 2nd line support to external customers
- Troubleshoot and resolve:
- Microsoft 365 issues
- Azure / Azure AD environments
- Azure Virtual Desktop (AVD)
- Endpoint security (ESET, Vipre or similar)
- VoIP systems (e.g. Voxone)
- Networking and connectivity issues
- Manage user provisioning, permissions and device configuration
- Support backup and disaster recovery solutions (e.g. Datto)
- Diagnose server and workstation issues
- Escalate and document complex issues appropriately
- Deliver excellent customer service at all times
Requirements
- Experience in a 1st or 2nd line IT support role (MSP experience desirable)
- Strong Microsoft 365 administration experience
- Azure / Azure AD knowledge
- Familiarity with AVD environments
- Experience with endpoint protection tools (ESET, Vipre or similar)
- Basic networking knowledge (DNS, DHCP, firewalls, VPNs)
- Experience supporting Windows Server and Windows 10/11
- Confident working directly with customers
- Strong problem-solving and communication skills
- Experience supporting SME environments (Desirable)
- Datto backup experience (Desirable)
- Exposure to VoIP systems (Voxone beneficial) (Desirable)
- ITIL awareness (Desirable)
- Experience working alongside ERP / accounting software environments (Desirable)
Benefits
- Competitive salary
- Hybrid working
- Exposure to a broad and varied technical estate
- Opportunity to develop into a senior or infrastructure-focused role
- Supportive team environment
- Being part of a growing software and technology business within the Everfield group.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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