First Line Support Technician
Role details
Job location
Tech stack
Job description
We are looking for an ambitious First Line Engineer, to join our Helpdesk Team, working from our Manchester office.
You will provide first-line technical support in a Service Desk environment for multiple clients, working closely with other Support Technicians. You will manage incidents from logging to resolution, gaining valuable exposure to a diverse range of technologies and enhancing your knowledge and skills., * Answering incoming calls to Service Desk, logging and actioning end-user service requests in PSA system, following Service Desk procedures and policies
- Address technical queries promptly and efficiently, prioritising them to meet KPIs and customer service expectations
- Providing timely updates on tickets to end-users via telephone and email systems
- Diagnose and resolve technical issues, escalating where necessary using escalation process and protocols
- Install, maintain, and troubleshoot client hardware and software in accordance with company standards, including reconfiguring and performing system upgrades when necessary
- Setting up new devices for our client base, both Windows and Mac
- Completion of laptop pre-builds and post-builds
- Maintain and update accurate client site documentation via IT Glue
- Comply with company's Information Security policies and procedures
- Managing your time efficiently and planning your day accordingly
- Keep up to date with new technologies adopted by Netteam and our client base
- Improve your technical knowledge through company training and self-study
Requirements
Do you have experience in Windows?, * Ability to work unsupervised, independently and as part of a team
- IT related degree or relevant qualifications highly desirable
- Have a proven history of being able to troubleshoot and resolve issues, technical or outside IT
- Able to demonstrate a good all-round knowledge of IT principles
- Experience with PSA/RMM tools such as Autotask, AEM and IT Glue to provide enhanced support services to all clients would be advantageous
- Experience in initial remote diagnostics along with analysis and monitoring would be advantageous
- The willingness to learn new software and hardware skills
- Knowledge of Microsoft Windows Server/Desktop environments
- Knowledge of Microsoft cloud solutions including Office 365, Backup/DRaaS and related technologies
- Overall appreciation of client system security
- Experience of MSP and or Hospitality is advantageous but not essential
Personal Attributes:
- Friendly and professional
- Excited about tech and thrives on developing understanding of new technologies
- Possesses good written and verbal communications skills and the ability to clearly communicate complex technical issues to non-technical clients
- Recognises the importance of frequent and clear communications
- Keen to research new products and information around technical solutions that could provide answers and solve problems which benefit the whole team
- Feel that every day is a day of learning
- Disciplined, with the ability to priortise and execute tasks under pressure
- Harnesses pressure to deliver results
Benefits & conditions
- We make work life balance a normal, not a benefit
- We offer some flexibility to work from home
- A fun and productive place to work
- Great team of people to work alongside
- Workplace Pension
- Comprehensive inhouse and external training offered
- Competitive salary that reflects your skills and experience
Diversity and Inclusion:
We are proactively committed to creating a diverse workforce at Netteam tX. We value diversity and inclusion; we want to attract the best people for all our roles. This is regardless of age, ethnicity, sexual orientation, gender, disability, socioeconomic status or religious beliefs.
Other:
In line with our recruitment policy and client expectation, some roles will be subject to a basic DBS disclosure.
Job Types: Full-time, Permanent
Pay: £24,420.00-£27,000.00 per year
