IT Helpdesk Analyst

A fantastic opportunity has arisen for an IT Helpdesk Analyst to work in our diverse and fast paced IT Services Team, based in Edenbridge, Kent.

Working within a friendly team you will be responsible for providing technical support to NetVector's customers via the telephone and using remote support technology. The role involves diagnosing issues and resolving them, where possible, at first point of contact. You may also have the chance to attend customer sites for onsite support days and installations and be responsible for some account management of our smaller clients as you progress within the Company., On a day to day basis this will include but is not restricted to:

• Providing technical support to NetVector customers via the telephone and using remote support technologies
• Working and collaborating with colleagues on the helpdesk to deliver high standards of customer service
• Logging, maintaining, and proactively working on tickets on CRM system
• Undertaking any recurring tasks assigned on a regular basis, reporting the outcome of these tasks as appropriate.
• Carrying out ad hoc minor installations on customer sites
• Identifying, resolving and escalating recurring issues and improving customer service
• Delivering high standards of customer service through accurate and timely verbal and written communications.
• Gathering customer requirements and specifications for hardware, software and services quotations
• Maintaining customer documentation on a day to day basis and following installations and upgrades
• Supporting and collaborating with colleagues as required
• Ensuring up to date knowledge through continual professional development

Do you have a valid Driving Licence license?, Do you have experience in Microsoft Office?, This role will ideally suit someone who is enthusiastic about developing a career in IT and is able to demonstrate good technical interest and knowledge. A keen customer focus, combined with excellent communication skills are key. Experience working in an IT helpdesk environment is desirable but not essential and we welcome applications from individuals wanting to start their career in IT., GCSEs at grade 9-4 (or equivalent) in English Language and Mathematics.

A full driving license and access to a car is essential. The office is in a remote location and not accessible using public transport

Essential skills and knowledge

• Working knowledge of Networking including DHCP, DNS, VLAN
• Basic knowledge of Firewalls including QoS, SD-WAN, Traffic Shaping, NAT
• Working knowledge of O365 including Security, SharePoint,
• Working knowledge of Cyber Security principles
• Problem-solving skills
• Ability to work independently and as part of a team

Desirable skills and knowledge

• Experience working on an IT helpdesk in a similar role.
• Basic knowledge of working with Windows Server & Roles.
• Basic knowledge of Virtualisation technologies including VMWare and Hyper-V
• Basic Knowledge of back up technologies (Veeam)
• Working knowledge of SIP/VOIP (3CX)
• Basic knowledge of MacOS
• Basic knowledge of Cyber Essentials, Cyber Essentials Plus & ISO
• Basic knowledge of Shared Storage technologies (SAN)
• Basic knowledge of Microsoft Azure
• Basic knowledge of Microsoft licensing, * GCSE or equivalent (required), * Customer service: 1 year (preferred)

Job Types: Full-time, Permanent

Pay: £22,000.00-£28,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company pension
• Free parking
• On-site parking
• Private medical insurance