This is a remote position. About the Client:  Spirit Technology Solutions specialises in delivering business IT solutions, specifically designed to service a wide range of clientele, from small businesses to large corporate organisations. Spirit provides a broad range of technical services, across multiple technologies. The teams are skilled in engineering, optimisation, and management of client infrastructure. We are a dynamic, growing organisation and this is a great opportunity to join us at a very exciting time for the business. Job Summary:   The Systems Technicians are the first responders for client support, either by ticket or phone. Systems technicians will answer calls, document client request details, perform initial troubleshooting, and escalate where required. They will follow set escalation procedures incident, service request management and time recording. Responsibilities:  Provide client support in accordance with Spirit’s high standards. Provide mentor support to systems technicians. Answer incoming calls from clients, raise tickets and record accurate details. Respond to new and existing tickets Act as a point of contact for clients for Incidents and Service Requests. Perform systems engineer support as required such as: Configure and deploy workstations and other relevant hardware Diagnose and resolve application, server, desktop and network issues Communicate with clients in a clear and professional manner Manage expectations as required and work to resolve client issues Accurately record all time and details performed on tickets. Communicate with clients as required: keeping them informed of scheduled events, and ticket progress. Respond to client outages in required time frames based on organizational and industry standards Understand organizational and industry processes and applying them to incidents and problems. Document any changes in line with organizational and industry standards and drive the accurate completion of documentation. Initiate process reviews and recommendations and work with managers to maintain them. Work with vendors and third parties as required for resolution of client issues. Attend client sites at scheduled times as required for resolution of client issues. Engage with account managers for highlighting potential client risk. Proactively monitor and maintain client environments. Provide professional service to clients while meeting contract obligations. Assist Professional Services and senior team when required with projects and/or major outages. Where necessary, participate in after-hours works and on-call roster Requirements Essential attributes for success Excellent time management skills Proficient in both verbal and written communication & Microsoft Office A keen interest in IT and Telecommunications Desirable attributes for success 1-2 years’ experience in a similar role Experience with ITSM Tools and methodologies Relevant Tertiary IT qualifications, Industry and ITIL certifications Experience with remote support, offering end-user support to clients, within a Remote Desktop Services environment Working knowledge and experience with Microsoft 365, Hyper-V, Microsoft Exchange, Server & Network management Familiar with Active Directory and Group Policy Understanding of networking fundamentals and diagnostic processes Benefits WHAT WE OFFER: Permanent Work-from-home setup Great Place to Work-Certified Company Premium HMO Holistic employee experience Rewards and incentives Monthly engagement activities Career advancement opportunities Paid referral program