You will be expected to demonstrate excellent customer service skills, to a customer base consisting of small to large businesses. The ideal candidate will be confident in communicating via multiple methods, such as: phone calls, emailing, ticket updates and in-person when necessary.
This role requires a driven individual with a passion for troubleshooting and desire to solve problems. You will be exposed to a wide range of faults and requests within this role, and therefore attention to detail and the ability to prioritise tasks are both desirable qualities. A day-to-day involves working closely within a team, and therefore the ability to collaborate with colleagues will be essential, as there can often be high-pressured situations in which communication will be key.
Job responsibilities:
* First point of contact for all incidents/requests via email, phone calls and CRM system.
* Escalating situations to senior engineers or management when applicable.
* Provide efficient, professional customer service at all times.
* Proactively monitoring internal systems and investigating alerts when required.
* Updating IT records and documentation to ISO Standards.
* Attending customer sites where appropriate.
* Installation/Maintenance/Configuration of a variety of Infrastructure, Networking and Telephony Equipment.
* Participating in a 24/7 on-call rota after probation.
Person specification:
* Great communication skills, both verbal and written.
* Willingness to learn.
* An interest in working in a fast-paced helpdesk.
* The ability to schedule your own workload and prioritise where necessary.
Basic Knowledge of:
* Networking equipment such as switches, firewalls and routers.
* Windows operating systems.
* Phone systems.
* At least one year’s previous experience in an IT support role, with intermediate knowledge of networking fundamentals, Office 365, laptop and desktop hardware and windows server operating systems.
Company benefits:
* On-site Parking: Hassle-free parking is available for all employees.
* Team Building Budget: Each month, receive £20 to enjoy with your team.
* Annual Leave: 20 days holiday per year plus bank holidays, with the addition of one extra day for every year of service (up to 25 days).
* Pension Scheme: We offer a solid pension plan to support your future.
* Company Events: Enjoy access to company events, including occasional trips abroad.
* Cycle-to-Work Scheme: A green and healthy way to commute, supported by our scheme.
* Employee Wellbeing Support: Access to resources and support for your overall wellbeing.
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