Experienced 1st/2nd Line IT Support Technician

• Provide telephone support for customers experiencing difficulty with software or hardware.
• Analyse and resolve customer problems as quickly and efficiently as possible.
• Dial in to customer systems to provide remote support when necessary.
• Log all calls on our support software and update records as necessary.
• Document and report bugs and change requests to Development.
• Make courtesy calls to customers who have not contacted the Support Desk for more than 6 months.
• Travel to customer sites across the UK when required, which may involve overnight stays.

Technologies:

• Hardware
• Support
• SQL
• Windows

• We are looking for an experienced IT professional with an in-depth knowledge of the Microsoft Windows operating system environment.
• Excellent communication skills and a good telephone manner.
• Good attention to detail and the ability to work under pressure.
• A calm, patient and professional demeanour.
• Ability to plan and execute work both independently and as a team member.
• Self-motivation to learn new skills and update existing ones.
• Reliable and punctual.
• Thorough understanding of PC hardware, peripherals and peer to peer networking.
• Good knowledge of the Microsoft Windows desktop environment and Office suite.
• Full and clean UK driving licence.
• 2 years Support Desk experience of troubleshooting and resolving common problems experienced by users is desirable.
• Hands-on experience working in an end-user desktop support role is desirable.
• Microsoft or similar accredited training would be advantageous.
• Experience with Splashtop remote support software is desirable.
• Experience with diagnostic utilities, such as anti-virus and anti-malware, is desirable.
• Experience of supporting SQL Server based applications is desirable.

We are Optisoft, one of the market leaders in providing specialist IT solutions for opticians and the optical profession. Our head office is in York, and our customers are based throughout the UK and Ireland. This is a permanent, full-time, office-based Support Desk role in York working Monday to Friday, 8:30am to 5:00pm. We offer opportunities to learn and progress within the company, holidays starting at 24 days increasing to 29 for long-term service, death in service and critical illness cover, and auto-enrolment into our pension scheme with Royal London (5% employee / 3% employer).