You will be responsible for solving a broad spectrum of customer IT support tickets by telephone or email, in the office or on-site as required.
This role involves managing assigned tickets or assisting other team members when necessary. You will require strong communication skills to update our customers about the status of their outstanding tickets.
Ideally, you would have 1-2 years’ experience working within either an internal or outsourced IT department.
Responsibilities / Skills:
1. Acting as the initial point of contact for incoming calls to the service desk
2. Monitoring ticketing system and triaging new tickets appropriately
3. Troubleshooting issues both remotely and on-site
4. Escalating tickets as required to second line engineers
5. Configuring new equipment as per project specifications
6. Creating documentation for the knowledge base
7. Willingness to participate in an on-call support rota and occasional pre-planned out-of-hours project work
Technical Requirements:
1. Experience troubleshooting Windows desktop operating systems
2. Experience troubleshooting Microsoft 365 apps including OneDrive/Teams
3. Ability to diagnose basic networking issues
4. Familiarity with Routers, Switches, Access Points and other networking hardware
Personal Requirements:
1. Good communication skills and a team player
2. A passion for IT and technology
3. An ability to learn new skills as required
4. Willingness to travel to site when required
5. An enthusiastic approach to your work
6. A ‘can do’ attitude and ability to take initiative
Desirable Skills:
1. Degree level qualification
2. Ability to install/troubleshoot structured network cabling
3. Experience with VPN configuration
4. Exposure to Apple/Android OS
5. Experience with IP Telephony Systems
6. Understanding of Website Hosting
Qualifications:
1. GCSE Information Technology grade 4 or above (grade C)
2. GCSE English grade 4 or above (grade C)
3. GCSE Maths grade 4 or above (grade C)
Salary & Benefits:
1. Salary range £24,000 - £27,000 DOE
2. Birthday day off
3. Annual bonus potential after probation
4. Additional 5 days holiday after probation
5. Long service bonus after 5 years
6. Private Medical Healthcare after probation
7. Death in Service (5x Salary) after probation
Job Type: Permanent, Full-time
Schedule: Monday to Friday
Work Location: Office based
Prerequisites:
1. Able to pass an advanced DBS check
2. Full clean driving licence required
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