IT Technician - 1st Line Support

Job Description

Want to join a friendly, supportive IT support team Wish you were surrounded by people who share your passion for IT If so why not join us.Kyonet is a Midlands based IT company, providing support and managed services to a variety of businesses and education providers, locally, across the UK and when required internationally.Kyonet are seeking a highly motivated individual to join our expanding technical support team. As part of the team you will be responsible for providing technical support to clients from our Corby offices. You will be responsible for providing remote supportto our clients from our Corby office in addition to attending client sites, for regular maintenance visits, scoping of jobs and project work.Therefore, excellent telephone manner and an ability to communicate with a variety of people is essential.You would need to be organised and self-motivated in order to maintain and prioritise your workload.JOB PURPOSEThis role primarily involves supporting clients from our offices based in Corby, on occasion you may be required to attend site to provide regular service visits and to complete job surveys/projects. Whilst you are in the office, you will be working withina team working as 1st line support as the primary point of contact for calls emanating from the helpdesk, with the opportunity to progress to 2nd line.It is important to ensure that all clients, suppliers and colleagues receive an excellent standard of customer service and/or support at all times. A large portion of the role will involve technical support to external clients via remote managed services,whilst also working closely with senior staff members to carry out project work, installations and scheduled maintenance on customer systems.Due to the nature of the role, a full driving license with your own transport is required, and some out hours work/support may be required including cover for evenings and weekends.Our on call duties are on a rotational basis and have a salary supplement.Work location is workload dependent, with a mixture of office and remote work available.This is a great opportunity for any IT Support Engineer to develop in their career!GENERAL DUTIESTo answer all calls in a prompt, polite and professional manner.To take calls from users and offer a high level of 1st line support to them.To maintain customer expectations and escalate when necessaryTo co-ordinate the effective resolution of problems to ensure service delivery, and solutions implemented to prevent re-occurrence.To assemble, configure server hardware and peripherals.Investigation and diagnosis of IT faults and problems, this may include hardware and software issues, PCs systems and network equipment.KEY ADMINISTRATIVE DUTIESProactive in finding ways to improve systems, procedures and performanceEnsuring all works are documented on the in-house systems and worksheets where specifiedUndertaking general IT administrative duties for clients and in-house, such as resetting passwords, backups, network switching changes and other related tasks.TECHNICAL SUPPORTAbility to be independent with customer support issues.Receiving and acting upon telephone support requirementsTake responsibility for some functions in the absence of team members when requested to do so by management.Experience and KnowledgeEssential1 + years experience of Microsoft Operating System installation and support1 + years experience of Microsoft Application Software installation and support1 + years experience of hardware installation and support in a networked environmentWindows Server Administration: Active Directory/DNS/DHCPDesirableStrong Windows desktop skills and support experienceSophos ProductsMicrosoft Office 365/AzureKnowledge of networking technologies and troubleshooting (IP, DHCP, DNS, VLANs and switching)Education and trainingEssentialFull UK Driving LicenseDesirableMicrosoft Certifications (MCSE) or MCP in relevant subject.CompTIA A+ certificationITIL Foundation Certificate in IT Service ManagementService Desk Institute QualificationEssential SkillsExcellent customer service skillsAble to work in a confidential environment and an understanding of the importance of thisA willingness to learn new skills and apply these accuratelyGood administration skill and an eye for detailGood verbal and written communication skillsAbility to use own initiative and work independentlyGood liaison and team working skillsGood organisational skills and the ability to prioritiseStrong interpersonal skillsHave suitable conduct for audienceDress appropriately for days tasksAbility to interact Face to face with a customerA positive can do attitude to work

Keyskills :
DiagnosisHardware InstallationServer AdministrationSoftware Installation1st Line