Your:Formal Education:Relevant degree or diplomaMicrosoft 365 Administrator (MS900 & MS102)Microsoft Azure Fundamentals (AZ900) & Azure Administrator (AZ104)A+/ N+/ and Security+ CertificationITIL V3/4Experience:6+ years technical experienceExperience working in Microsoft 365 EnvironmentExperience working in Microsoft Azure Environment (Including Entra ID)Experience working with enterprise support desk softwareExperience in the financial services industry would be advantageouswill enable you to:People & Service ProvidersInterface with management, IT Support Technicians and users.Manage call load to ensure the exceeding of customer expectations. Escalate issues as appropriate.Train IT Support TechniciansService Providers:Attend regular operational meetings with external providersEnsure open communication and an effective support processEnsure uptime and availability of systems in line with KPAs or SLAsProcessesRemain knowledgeable of complex operating systems on workstations and servers, local networks, wiring schemes, wide area networks, LAN/WAN connectivity, and data communications protocolsAssists with and resolves complex support issues, also acts as 2ndline support to IT Support Technicians. Provides technical leadership and handles escalated issues.Implement instructions or requests in line with company proceduresCapture comprehensive notes and documentation for every engagement.Create and continuously update knowledge base articlesFault tracking and reportingRegular feedback to internal stakeholders and line managerEducate employees regarding IT matters and Group policies, processes and standardsAttend to support calls escalated from IT Support Technicians.Handle customer support calls.Take ownership of every issue to ensure it is completely resolved.Pro-actively monitor the environment and attend to problem resources or escalate issues as and when required.IT Support DeskCustomer communication that ensures a high level of satisfaction and sets appropriate expectations.Ensure that Technical Support Services calls and enquiries are answered in a timely, efficient and knowledgeable manner.Follow up and support overdue support calls. ProjectsSupport the software development and sales teams to ensure smooth delivery of systems.Consult with business teams and advise them on best solutions/scoping of systems.Support implementation of projects in line with company proceduresTechnologyIdentify any shortcomings and opportunities to improve infrastructureIdentify and communicate any recurring problemsOversee technological infrastructure