IT Support Technician

We are seeking a pro-active IT Helpdesk Technician to join our growing team in Cannock.

Our organisation is looking for a strong, independent and reliable individual to join our IT Support team. The successful candidate will be required to work both independently and as part of a team to provide proactive support for our clients.

The number one goal of everyone in our team is to make our clients exceptionally happy. The Helpdesk Technician plays an important role in making sure that happens.

The Helpdesk Technician handles the first level support requests that come in from our clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly, and the Client is informed of what to expect every step of the way.

Providing first and, in some cases, second-line support to users of desktop and laptop PCs.

Responsibilities:

Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket

Delight our Clients with a Friendly, Quick and Helpful Experience

Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests

Monitor background systems to ensure client devices, servers and networks are working correctly and secure.

Deliver impeccable customer service and customer satisfaction.

Liaise with third party suppliers, working between them and the client to troubleshoot and resolve issues.

Maintain up-to-date documentation of any changes, logins or other critical information. Review Remote Monitoring & Management (RMM) dashboard and apply remediation actions as indicated by our Processes

Review regularly scheduled/automated actions as indicated by our Processes

Escalate tickets that require Senior Helpdesk Engineer support

Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.

A love of (and ability to) Solve Problems & Challenges. Great Communications skills. An understanding of support tools, techniques and how technology is used to provide services.

Experience of support, installation and configuration of:

Network Infrastructure (methodology and deployment) - Routers, Firewalls, Access Points, Firewalls, Cabling.

Network Technologies - AD, DNS, DHCP, TCP/IP

Microsoft technologies - Azure, Hyper-V, Active Directory, Teams etc.

Internet services - FTTC, FTTP, leased line, 4G/5G etc.

Security software - centrally managed AV solutions and email filtering.

Backup / Disaster Recovery Software, including Business Continuity systems.

RMM Platform - deployment, general use, management and resource scripting.

You must have good administrative knowledge of Microsoft 365 (Including MS Office and MS Exchange Online), Microsoft Operating Systems (Primarily Windows 10/11), MacOS and various other key business applications, such as Sage Accounts.

Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business., * GCSE or equivalent (preferred), * Technical Support (IT MSP): 3 years (required)

• Customer Service (IT MSP): 3 years (required)

Job Types: Full-time, Permanent

Pay: £26,000.00-£29,500.00 per year

Benefits:

• Company pension