Direct message the job poster from PS Tech - Your IT Experts
Passionately helping businesses solve IT, Cybersecurity and Compliance challenges | Business Owner and Educator | Dad | Still learning...
We are looking for a local and experienced IT person to fill the multi-skilled role of Experienced Level 1 IT Technician, working on our help desk here in Uckfield, East Sussex.
Here at PS Tech, we take huge pride in our supportive workplace, where we recognise hard work and encourage personal growth and development.
We adhere to strong principles, committed to maintaining high standards of service excellence and honest, transparent accountability.
We are expanding and have ambitious plans for the next 5 years.
If you are interested in joining our team and being a part of our mission, then this job opportunity may be suitable for you.
Who are we looking for?
We are looking for someone with several years of experience in Level 1 and some Level 2 IT Support, supporting our help desk team and customers.
You should be willing to be multi-skilled, dealing with some more challenging issues, but also willing to help with basic support requests.
You need to be able to communicate clearly in English, both verbally and in written form.
You will need a UK Driver's license. Some travel to customers in the South East may be required.
You should also have the right to work in the UK.
What is the job?
Job Purpose: The Experienced Level 1 IT Technician is responsible for providing technical support and assisting with customer service tasks. This position involves addressing hardware, software, and network-related issues, as well as performing administrative tasks to ensure efficient operations and a high-quality service for our customers.
Key Responsibilities:
General:
1. Follow company procedures and policies.
2. Promote company culture and values.
3. Perform all tasks as requested by the department/line manager or any company director.
Administrative Tasks:
1. Handle assigned administrative tasks (e.g. data capture, new customer onboarding, compliance reports, license reviews etc.).
2. Assist in maintaining a database of customer and company equipment in stock.
3. Maintain the tidiness of the work area, server room(s) and stock areas.
Technical Support:
1. Take ownership of support tickets, troubleshooting software, hardware, network, and SaaS system issues through to resolution.
2. Provide support to the Customer Service and Level 2 team if there is a need for additional resources.
3. Ensure all ticket notes and time logs are updated, resolved, and completed appropriately, and promptly.
4. Communicate effectively with customers throughout the ticket lifecycle to ensure high customer satisfaction.
5. Provide training and support to end-users on IT-related issues, including suggesting and writing how-to guides, and pointing end-users to existing guides.
6. Prepare new equipment for deployment and assist with site installations.
7. Participate in projects (e.g. email security, app deployment/removal, hardware deployments, etc.).
8. Perform routine checks on customer subscribed services, including backup and security log checks, and raise tickets for remediation if necessary.
9. Assist with customer technical/compliance assessments.
Customer Service:
1. Collaborate with the Customer Service team to assist with initial ticket triage functions, both technical and non-technical.
2. Perform security checks for requests involving sensitive information.
3. Assist with non-technical requests/tasks such as accounts and billing, supplier enquiries, and logistical tasks (e.g., arranging deliveries or collections of equipment).
Process Improvement:
1. Suggest, investigate, develop, and implement automation processes for efficiency improvements.
2. Review, standardise, update, and document all checklists, procedures and processes in use (e.g. device builds, account creation, ticket workflow, onboarding/offboarding, security alerts etc.).
3. Collaborate with the team to ensure future projects and procedures are fully documented.
4. Assist with work towards professional standards (e.g., ISO9000, NCSC, ITIL etc.).
Technical Skills:
1. Familiarity with operating systems (Windows, Windows Server, macOS, Linux, iOS, Android).
2. Good understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
3. Some working knowledge of Microsoft Azure.
4. Experience with remote support tools and ticketing systems.
Soft Skills:
1. Effective communication and interpersonal skills.
2. Ability to work independently and as part of a team.
3. Excellent problem-solving and analytical skills.
4. Customer-focused with a commitment to providing high-quality service.
Salary: £25,450 per annum
Holiday: 20 days* + UK public holidays
Probationary period: 4 months
(* additional years of service earn additional holiday days)
We hope you understand, but please…
1. No recruitment agencies
2. No overseas applicants
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
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