1st Line Technical Support

Due to company growth, we are recruiting for the position of IT 1st line technician. Joining an established team of professionals, you will be the initial point of contact for all IT-related issues within the organisation. Your primary responsibility will be to provide technical support and assistance to internal and remote users, troubleshooting hardware and software problems, and ensuring timely resolution of technical issues. Additionally, you will be responsible for maintaining IT equipment and peripherals, assisting with system upgrades, and documenting all support activities.

Responsibilities:

First Point of Contact: Serve as the first point of contact for all IT-related issues and requests from internal and remote users via phone, email, or in person.

Technical Support: Provide technical support and troubleshooting for hardware, software, and network-related issues, resolving problems in a timely manner.

User Assistance: Assist users with setting up new hardware and software, configuring systems, and providing basic training as needed.

Problem Resolution: Diagnose and resolve technical issues by following standard operating procedures, escalating more complex problems to the 2nd line team when necessary.

System Maintenance: Perform routine maintenance tasks such as system updates, software installations, and antivirus scans to ensure the smooth operation of IT systems.

Equipment Management: Maintain an inventory of IT equipment and peripherals, including computers, printers, and mobile devices, and coordinate repairs or replacements as needed.

Documentation: Keep detailed records of all support activities, including troubleshooting steps, resolutions, and user communication, using ticketing systems or other documentation tools.

User Communication: Provide regular updates and status reports to users regarding the progress of their support requests, ensuring clear and effective communication throughout the resolution process.

Adherence to Policies: Adhere to company policies and procedures regarding IT security, data protection, and acceptable use of IT resources.

Continuous Improvement: Stay up to date with the latest technology trends and best practices in IT support, continuously seeking opportunities to improve processes and enhance the quality of service provided to users.

Do you have experience in macOS?, · Have an enthusiastic approach to their work.

· Strong knowledge of computer hardware, operating systems (Windows, macOS), and productivity software (Microsoft Office).

· Excellent troubleshooting skills and the ability to diagnose and resolve technical issues independently.

· Strong communication and interpersonal skills, with the ability to interact professionally with users at all levels of the organisation.

· Previous experience in a technical support role, is desirable.

· Experience with ticketing systems and IT service management tools desirable.

This position may require occasional evening or weekend work to support system upgrades or resolve critical issues. The role will involve some lifting and moving of IT equipment, such as computers and printers.