Join to apply for the 1st Line/2nd Line Support Technician role at Hesselgrave International.
Do you thrive on problem-solving, troubleshooting, and delivering outstanding support to end users?
Due to continued growth, our client is looking for a customer-focused 1st Line/2nd Line Support Technician to join their IT team. In this role, you'll be a key player in ensuring customers receive first-class technical support, helping their technology and infrastructure run seamlessly.
Our client is a leading provider of cutting-edge security solutions, specialising in CCTV and access control systems. With a dedicated team and innovative technology, they deliver reliable security solutions across a range of industries.
This role is based at their office in Bradford.
What We Need From You
* You will need to live in the UK and have experience working in a similar role for a company based in the UK (Applications from abroad will not be considered)
* Understanding of IT systems, networks, hardware, and software
* Familiarity with Windows operating systems
* Basic understanding of networking concepts (TCP/IP, DNS, VPNs, etc.)
* Ability to troubleshoot and resolve technical issues efficiently and effectively
* Excellent communication and interpersonal skills, with a strong customer service orientation
* Strong organisational skills and the ability to manage multiple priorities
* Has a hunger to learn and grow in the field of IT support
What The Role Involves
* Provide first-line support to end-users, responding to technical issues via phone, email, or ticketing system
* Troubleshoot hardware, software, and network issues, offering solutions in a timely and professional manner
* Diagnose and resolve technical issues related to operating systems, applications, and peripheral devices
* Escalate more complex issues to higher-level support teams while maintaining clear documentation of each incident
* Assist in the management of service requests, ensuring that tickets are prioritized, tracked, and resolved within established SLAs
* Set up and configure new hardware and software for users
* Maintain knowledge of Dacha SSI's IT infrastructure, policies, and procedures
* Assist in IT projects, such as system updates, security patches, and other tech implementations
* Ensure the highest level of customer service, aiming for efficient resolutions with minimal disruption to end-users
* Maintain a positive and collaborative attitude when working with both technical and non-technical teams
Salary:
£28,000 - £32,000 per year, depending on experience.
Hours:
9am - 5pm Monday to Friday (37.5 hours per week). On call OOH (out of hours) and weekends 1 in 4.
Benefits
* 20 days holiday + Bank Holidays
* Nest pension scheme (opt-out available)
* Onsite parking
* Training & development opportunities
* Occasional team days/nights out
* Optional branded uniform
Please apply now!
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
IT System Training and Support
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