1st/2nd Line Support

RSW Ltd

Bridgend, UK

15 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Job source

uk.indeed.com

Tech stack

Microsoft Windows Software Applications Computer Networks Desktop Computing Domain Name System (DNS) Virtual Private Networks (VPN) Local Area Networks Microsoft Office Windows Servers Peripherals Computer Equipment Information Technology

+2 more

Hardware Infrastructure Firewall Services Module

Job description

RSW are seeking a dynamic and proactive First Line Second Support specialist to join a client IT support team. In this role, you will serve as a crucial link in delivering exceptional technical assistance to end-users, ensuring smooth operation of computer systems, networks, and hardware. Your energetic approach will help troubleshoot issues efficiently, escalate complex problems appropriately, and maintain high levels of customer satisfaction. This position offers an exciting opportunity to develop your technical skills within a fast-paced environment dedicated to supporting organizational productivity., * Provide first-line support for hardware, software, network, and operating system issues across diverse platforms

Troubleshoot and resolve technical problems related to computer hardware, software applications
Assist users with desktop support tasks such as configuring devices, installing updates
Support remote connectivity solutions including VPN setup and troubleshooting to ensure secure access for users working from various locations.
Collaborate with team members to analyze recurring issues and recommend improvements for system stability and user experience.
Communicate clearly with end-users by providing step-by-step guidance through technical support processes while maintaining a positive customer service attitude.

Requirements

Proven experience in technical support or help desk roles with strong knowledge of computer networking concepts such as LAN (Local Area Network), TCP/IP protocols, DNS management, and firewall configuration.
Familiarity with operating systems including Windows (Windows Server)
Hands-on experience supporting Microsoft Office applications and enterprise tools
Knowledge of hardware components including computers and peripherals; ability to diagnose hardware issues effectively.
Strong communication skills with the ability to explain technical concepts clearly to non-technical users.
Analysis skills for troubleshooting complex problems involving multiple systems or configurations.
Ability to work efficiently in a fast-paced environment while managing multiple priorities simultaneously.