About the Role

We have an opening in our IT Support department for an IT Support Technician working at a 1st or 2nd line level. This role is ideal for an IT Support engineer with experience in network and storage infrastructure, looking to develop your first/second line skills.

The ideal candidate will have previous experience in IT Support\Helpdesk with solid Customer Service experience and preferably be Microsoft certified.

 

Your Duties and Responsibilities:

In this role you will:

• Provide technical support, answering support queries either onsite or via phone or email.
• Maintain a high degree of customer service for all support queries.
• Take ownership of user problems and be proactive when dealing with user issues whether raised directly or via escalation from another team member.
• Log all calls on the call logging system and maintain full documentation.
• Respond to enquiries from clients and help them resolve any hardware or software problems.
• Support users in the use of Computer equipment by providing necessary training and advice.
• Support and aid the development of less senior members of the team.
• Work as part of the IT Support team and any other operational/project teams as requested by the IT Project & Support Team Leader.
• Manage workloads and notify the IT Project & Support Team Leader when KPI/Targets are going to be breached.
• Allocate more complex service issues to the relevant IT Support team member.
• Raise any security concerns to the IT Project & Support Team Leader.
• Maintain reports and logs in line with departmental policy.
• Obtain quotes and process orders in line with departmental policy.
• Setting up and configuring new laptops and desktops.
• Installing authorised software to laptops and desktops.
• Configure/maintain computer systems, networks and peripherals as instructed.
• If required, undertake trips to other sites/data centre including staying overnight where appropriate (and maintain a valid UK driving licence).
• On occasion, be available to cover alternate shifts in the event of absences & Holidays.
• Keep abreast of IT Trends and engage with IT Project & Support Team Leader to develop personal development plans.
• Any other duties as requested by the IT Project & Support Team Leader.

• ITIL Certified
• Must hold a valid UK driving licence
• Active Directory user and computer administration
• Windows desktop and Windows Server administration
• Microsoft 365 and Microsoft Azure experience, including Exchange Online, SharePoint Online and Microsoft Teams
• General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi
• Experienced with hardware troubleshooting across a range of devices.
• Exceptional Customer Service skills with good telephone manner
• Proven experience working within IT service delivery
• Excellent troubleshooting and problem-solving skills
• Excellent ability to transfer knowledge within a team