IT Helpdesk Technician

Convene IT

10 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Languages

English

Experience level

Intermediate

Compensation

£ 28K

Job location

Tech stack

Microsoft Windows

Microsoft Active Directory

Apple Mac Systems

Computer Networks

DNS

Issue Tracking Systems

Virtual Private Networks (VPN)

Local Area Networks

Microsoft Office

Windows Server

Software Engineering

TCP/IP

Wireless Access Point

Network Routers

Software Troubleshooting

Firewalls (Computer Science)

Operational Systems

Job description

We are seeking a skilled Helpdesk Technician to join our dynamic IT support team. The ideal candidate will provide exceptional technical support and customer service to our users, ensuring that all IT-related issues are resolved efficiently. This role requires a strong understanding of computer networking, desktop support, and various operating systems, including Microsoft Windows Server and macOS. Our Helpdesk Technicians work through all types of work, escalating when required, giving staff the opportunity to develop their knowledge and skills., * Resolving customer issues via a ticketing system, phone and email

Working with network devices such as routers, switches and access points
Firewalls and Router configuration and troubleshooting
Working with Windows Server 2019 and newer
Provide technical support for hardware and software issues across various platforms, including Windows & MACOS
Conduct analysis of network performance and assist with DNS and TCP/IP configurations.
Working and troubleshooting with in Office 365 and the admin centre
Respond to help desk tickets in a timely manner and be able to prioritise.
Collaborate with team members to improve IT processes and enhance customer service experiences.

Requirements

Do you have experience in IT support?, * Proven experience in a help desk or technical support role, demonstrating strong customer service skills.

Proficiency in computer networking concepts and desktop support practices.
Familiarity with Microsoft Windows Server, Active Directory, VPNs, firewalls, TCP/IP, DNS, LAN technologies, Office 365 and the Admin centre.
Experience with troubleshooting software issues on various operating systems, including Windows and macOS.
Strong analytical skills to diagnose problems effectively and implement solutions promptly.
Demonstrated ability to thrive in a dynamic, fast paced environment
Exceptional ability to engage and communicate with customers, actively listen for feedback, and lead challenging conversations with customers toward positive outcomes
Strong analytical ability, capable of identifying high-impact solutions to identified customer problems, as well as proactively solving potential issues before they become problems for the customer
Ability to collaborate cross-functionally and engage resources both within and outside of your direct control to move efforts forward in support of a common goal for the customer and the business
A proactive attitude towards learning new technologies and improving existing processes. If you are passionate about technology and providing outstanding support to users, we encourage you to apply for this exciting opportunity as a Helpdesk Technician.

You Should Have:

At least 2 years' experience of working in IT support
Have excellent hardware and software skills to reduce escalations of issues
Work well with 3rd party service providers and be able to develop excellent working relationships
Excellent communication skills, both with the users and the other areas of the IT team combined with good documentation skills
Excellent time management and organisational skills
Committed to providing an excellent level of service for users
Thorough and analytical with a creative approach to problem solving
Ability to search; being able to find quality information quickly to get a solid solution