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Service Delivery Technician
Job summary Precision IT’s Service Delivery Technicians (SDTs) form an integral service to the Service Delivery team in providing advanced technical skills to the delivery and support of our client environments. Through experience, certifications, and education our SDT’s are consistently developed to meet the fast-paced and forever adapting technology sector to meet client needs and expectations. Job responsibilities Our SDTs are responsible for: Providing advanced technical support through the service desk via telephone, remote, and onsite support to our client IT environments.
Providing remote and onsite support for Precision IT’s internal IT environments. Delivery of support services to escalated client cases through internal or client escalation flows. Assisting in Priority 1 situations impacting clients alongside the Professional and Central Services teams.
Attend client on-site visits to review client infrastructures and deliver support services such as installations, configurations, testing, maintenance, administration of new or upgraded services, review workstations etc, depending on client needs and requirements. Build on client relationships and ensure client satisfaction with each interaction. Develop key system documentation supporting both Precision IT and client IT environments for the use of the Service Desk team.
Deliver proactive support services as a team. Assist in securing client IT environments through association with Precision IT’s SOC team. Provide IT consultancy on technical strategies with clients.
Meet and exceed core technical and non-technical KPI’s. Ongoing focus on finding improvements and efficiencies, both technical and non-technical. Ongoing continuous improvements across personal development, role development, and company operations.
Job experience and qualifications The minimum job experience and qualifications for the role includes: Minimum of 3 years’ experience within the IT sector. Minimum 1 years’ experience working within an outsourced service provider environment. Minimum relevant IT bachelors degree or higher level education or 5 years relevant industry experience where no degree or education background.
Knowledge and experience in maintaining Windows-based solutions. Knowledge of Active Directory and Group Policy. Previous experience maintaining and troubleshooting cloud services; AWS, Azure and O365.
Previous experience maintaining Citrix XenApp/XenDesktop deployments. Cloud-based associate certifications (AWS and/or Azure)..