About the Role

The overall purpose of the role is to service GCI’s Managed IT customers, meeting and exceeding customer expectations.

Key Activities

  • Provide remote support to our customers
  • Make sure calls are getting picked up from the queues
  • Make sure all your tickets are updating in accordance with SLA’s
  • Answer the phone logging tickets, following up chases
  • Monitor e-mails logging tickets, following up chases
  • Monitor the ticketing system.
  • Liaise with the account managers on various issues and procedures

Knowledge Required

Remote work including 

  • Remote diagnosis and repair of faults
  • Installation of new software/solutions
  • Speak to hardware and software 3rd party’s
  • Windows Server 2003-2012.
  • Exchange Server 2003-2013 (IIS & SSL Configuration)
  • Small Business Server 2003-2011
  • Active Directory/Group Policy.
  • Server Virtualization (HyperV)
  • Windows Desktops O/S
  • Office products
  • BYOD Configuration
  • Email Integration(BES/BIS, Active Sync, etc)
  • Server Roles (DFS, IIS, RDS)
  • Remote access configuration and troubleshooting(VPN, RDP, Direct Access)
  • TCP/IP, NAT, PAT, Routing, WI-FI,
  • Configuring, monitoring and restoring from backup


Desirable but not essential:

  • Backup Exec
  • VMware
  • Citrix
  • Cisco

Skills Required

  • IT skills,
  • good customer communication skills
  • Strong logical diagnostic ability
  • To be able to think on your feet.
  • Deal with multiple issues at once.
  • Deal with 3rd parties.

IT Operations Executive / IT Help Desk


Please attach your updated resume

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