IT Support Technician

Job Description

We are looking for an enthusiastic support engineer to work as part of our team either in our office or working from a quiet home office.You will be responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology including: workstations, servers, mobile devices, printers, networks, and vendor specific hardware and software.Basic Functions

• IT Support relating to technical issues involving Microsofts core business applications and operating systems e.g. Windows 10 / 11, Windows Server
• Support of Apple iOS and macOS
• Support of Internet access via various technologies including ADSL, VDSL, Ethernet and mobile data
• Support of VoIP handsets and PBXs (3CX and PBXware)
• Support of Exchange / Office 365
• Support of end-user applications e.g. Dropbox
• Support of domains and web hosting
• Support of server and network equipment located in our York datacentre
• Support of virtual servers in the cloud e.g. AWS and Azure
• Support of disaster recovery solutions
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Basic remote access solution implementation and support: VPN, Terminal Services
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• System documentation maintenance and review in HaloPSA and IT Glue
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages

Additional Duties and Responsibilities

• Improve customer service, perception and satisfaction
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively
• Act as a Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Escalate service requests that require engineer level support
• Responsible for entering time and expenses in HaloPSA as they occur
• Enter all work as service tickets in HaloPSA

Knowledge, Skills, and/or Abilities RequiredTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills for technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organisations key services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment
• Liaise with suppliers to obtain best pricing for projects
• Provide weekly reports to key customers
• Report and track faults through our wholesale suppliers

Educational/Vocational/Previous Experience Recommendations

• BA/BS in computer science or a related field preferred but not required
• 2 years of IT or related experience
• Own car plus full clean UK driving license is preferred but not required

Benefits

• Competitive salary based on experience and qualifications
• Full on the job training & support
• Fun working environment and culture
• Great opportunity for advancement

Location

• We are based in the beautiful spa town of Harrogate, next to Valley Gardens
• On-site parking is provided
• This job can be carried out from our Harrogate offices or remotely in a quiet home office

Keyskills :
Technical SupportVMwareVoIPWindows ServerMac OS