IT Support Technician - 1st Line Support

Recruiter
PS Recruitment Services
Location
Nuneaton, Warwickshire
Salary
£21,000 per annum
Posted
10 Sep 2019
Closes
02 Oct 2019
Ref
1257927213
Contract Type
Full Time
As the IT Support Technician for a family run IT services company the role will involve a variety of tasks including dealing with a wide range of customers on a daily basis. either through face to face, telephone, email communications and remote software connections.
Some of your Duties and Responsibilities include:

* Daily monitoring of the internal IT Helpdesk support call logging system
* Answering phone calls and emails and transposing into a ticket on the system
* Incident management
* Provide solution(s)/work around(s) to incidents in line with the knowledge base/own research
* Providing 1st line technical support, responding to support requests across all customers
* Prioritising and managing multiple open incidents at one time
* To maintain a high level of professional customer service when responding to support issues.
* To take ownership of support issues and seek closure ensuring all relevant support procedures are followed including when escalated/delegated to other team members.
* Installation configuration and deployment of new and existing hardware in line with customer specific requirements
* Installation configuration and deployment of new and existing software in line with customer specific requirements
* Daily monitoring of the remote monitoring and management system and actioning alerts
* Infrequent participation in an out of hours support to resolve business critical issues as and when required
* Troubleshoot problems using a range of industry wide tools
* Diagnose and solve hardware/software Incidents

Qualifications/Experience:

* GCSE's including English and Maths (required)
* 1 Year Help Desk experience (required)
* Good understanding of PC hardware and experience replacing/upgrading components
* Understanding of domain environments including Active Directory Administration
* Experience administering Windows Server 2012+
* Understanding of basic computer networking, routers and switches
* Experience administering Office 365 suite of products will be an advantageous
* Understanding of Microsoft HyperV & Virtualizations
* Understanding of ITIL Service Management (preferred but training can be provided)
* Understanding of Mac operating systems (not required but would be advantageous)

Benefits

* 20 days holiday + bank holidays
* Occasional team building activities
* Working with a small professional and close team who are passionate about IT allowing for the ability to be self-motivated and self-managed
* Industry Certified training where training requirements are identified following successful probation period.

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