1st Line Support Engineer / IT Technician

You will be dedicated to supporting a high-performance culture across the business, providing IT support to all colleagues, resolving software, hardware and general IT queries. Looking for opportunities to adapt and develop processes to offer self service opportunities and develop customer IT offerings.

You will deliver an effective, efficient customer journey using regular, meaningful communication with a focus on relationship building. You will manage a portfolio of service desk requests on behalf of our customers, you will use telephone, email and our service desk portal to ensure customer issues are managed effectively from start to finish.

The role has excellent development opportunities for the right person, in the form of apprenticeship options and progression opportunities., * Deliver a customer-centric experience to all internal customers, ensuring you focus on their specific needs in all interactions from start to finish.

• Effectively communicate with customers to ensure their jobs are managed in a bespoke manner that responds effectively to the customers specific set of circumstances, building rapport and empathy.
• Provide any supporting information to stake holders as and when required;
• Providing 1 and some 2 line technical support via email and phone for a wide range of desktop and mobile hardware and software including PC’s, laptops, smart phones, tablets, operating systems and applications.
• Answering incoming calls for all 1st line IT issues from a varied ‘user-pool’;
• Installing, configuring, maintaining and repairing desktop and mobile hardware and software and applications.
• User account administration ensuring details are up-to-date and accurate.
• To perform network administration including setting up folders and assigning security permissions, and documenting where necessary.
• Assist with providing system administration for core systems as directed.
• Have a sympathetic and understanding approach to all service users;
• Produce any follow up actions and escalate as necessary within the business;
• To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA timeframes;
• To arrange for external technical support where problems cannot be resolved in house;
• Maintain a log of any software or hardware problems detected via the service desk portal, looking for ways to improve processes and procedures to rectify these where possible;
• To take ownership of user problems and be proactive when dealing with user issues;
• Support users in the use of Computer equipment as and when needed;
• To allocate more complex service issues to the 2nd line IT support engineers;
• Respond to enquiries from clients and help them resolve any hardware or software problems;
• To provide technical support; answering support queries either via phone or email.
• Working to developmental targets, linked to your career development.
• Commission / revenue

• Experience of working in a telephony based, customer focused environment.
• Outstanding customer service skills
• Highly customer focused with the ability to manage on-going customer relationships, understand customer needs and deliver an individualised, tailored service.
• Excellent organisational skills with the ability to prioritse and multitask on a daily basis.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with customers and stakeholders on a face-to-face basis, via telephone and via email.
• Strong interpersonal skills and the ability to manage a fluctuating workload.
• Experience with using and troubleshooting Outlook/Office 365 within a network environment (permissions, calendar sharing, and delegation);
• Basic understanding of PC hardware set-up and configuration;
• Excellent telephone manner and face to face communication skills;
• Strong knowledge of Microsoft based operating systems with an emphasis on Windows desktop technologies (XP / Vista / Windows 7);
• Relevant 1st line / Helpdesk support experience;
• MCP certification would be beneficial but is not essential;
• Experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint).
• Good problem solving skills and ability to use own initiative.
• Able to work collaboratively as part of a wider team.
• Able to work under pressure and to tight deadlines.
• Ability to present oneself in a professional manner when dealing with the customers and stakeholders of the business., * A minimum of 2 years experience of providing ICT Service Desk support in a working environment to multiple users
• Administering Microsoft Windows Server 2016/2019 and Active Directory including creating user accounts, managing permissions, Remote Desktop (RDP), viewing error logs and starting/restarting services
• Experience of supporting Microsoft 365 Office products including desktop applications and Exchange (creating and administering mailboxes and calendars and troubleshooting blocked emails).

Pulled from the full job description

• Referral programme
• Life insurance
• Free parking
• Company pension
• Casual dress
• Health & wellbeing programme
• Cycle to work scheme, Job Types: Part-time, Permanent

Pay: £26,228.00-£28,500.00 per year

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Referral programme
• Work from home