IT Support Technician

Job Description

Our client is opening a new role within the IT Support team. The Role is to provide 1st and 2nd Line IT Technical Services to external clients remotely and onsite consisting of technical support, systems installation, monitoring, and maintenance. You willbe assisting customers with incidents and service requests, ensuring all requests are logged through the in-house system, along with troubleshooting and resolving broadband connectivity issues across different carriers.Salary: up to £24,000.00 /year (DOE)Hours of Work: Between 08:00 and 18:00, Monday to Friday. 37.5 hours per week.Out of Hours Support rota, currently operating 1 in every 6 Weeks.Occasional out of hours and weekend project implementation work.About the IT Support Technician Role:The successful candidate will be working with state-of-the-art networking equipment and software provided by leading manufacturers like Cisco, FortiGate and Microsoft. Candidates should have a thirst for IT technology and want to achieve career enablementsworking towards software troubleshooting, network engineering and consultancy.You will be working within an ITIL framework, to deliver a fantastic service to customers, meet internal and external SLAs set out by their contracts, follow escalation paths, working with a selection of third parties and supporting other areas of the business.Opportunities are given for clear career progression, the successful candidate will have access to courses allowing a multitude of certifications to be achieved from vendors such as Microsoft, Cisco and Fortinet.The ideal candidate will have a thirst for IT knowledge, experience working in a help desk environment and excellent customers services skills.IT Support Technician Duties:

• Politely and professionally answering inbound calls to the helpdesk.
• Logging tickets to the clearly defined internal standard.
• Categorising issues by severity.
• Working through your own ticket queue, and organising work based on SLA.
• Following internal processes and procedures to deliver the service we promise.
• Contribute towards inhouse documentation.
• Proactively troubleshoot broadband and leased line issues utilising our monitoring system.
• Ensuring that customer satisfaction is always upheld.
• Following escalation paths.
• Looking after and maintaining backup sets.
• Field engineering support, customer site visits.

IT Support Technician Requirements:Technical:

• Fantastic operational and troubleshooting knowledge Microsoft windows 10 is essential.
• Managing network enabled printers.
• Understanding of email systems and how they work.
• Understanding of the Apple MacOS operating system.
• Understanding of the fundamentals of how broadband works.
• Basic understanding of active directory and group policy.
• Basic understanding of firewalls.
• Basic understanding of IPV4 networks and routing.

Non-technical

• Be able to work in a high-pressure environment.
• Be able to stay calm when faced with difficult phone calls.
• Be able to work as part of a team as well as alone on tickets and projects.
• Will have fantastic communication skills, written and verbal.
• Be able to complete routine and non-routine tasks.
• Be able to plan and organize both familiar and new tasks.
• Logical, pro-active, and analytical approach to their work.
• Attention to detail.
• A full UK driving license and access to own vehicle.

IT Support Technician Benefits:

• Company Bonus Scheme
• All overtime paid at time and a half.
• Employee Assistance Programme.

If you think that you are suitable for this IT Support Technician role, please apply now!