IT Support Technician

Our team’s primary objective is to become “The IT Company you don’t need to call” by ensuring our clients are exceptionally happy. The role of the IT Support Technician is crucial in achieving this goal.

The IT support technician handles IT support tickets from our clients, performs proactive tasks to ensure the smooth running our client’s Technologies, and applies best practises to our IT delivery.

Client enquiries

• Answer client enquiries via the phone and email.
• Utilise the ticketing system to manage and resolve helpdesk tickets and service requests efficiently.
• Investigate and resolve escalated helpdesk tickets in a timely and efficient manner.
• Take ownership of escalated support tickets, ensuring prompt diagnosis and resolution.
• Break down complex tickets into individual issues to ensure accurate tracking and efficient resolution.
• Monitor ticket progress to ensure timely updates and prevent tickets from becoming stagnant.
• Accurately record and track all work activities within the ticketing system.

Remote Monitoring and Management (RMM) systems

• Review the RMM dashboard and apply remediation actions as indicated by internal processes
• Monitor and execute scheduled and automated maintenance tasks as defined by internal procedures.

Customer service

• Collaborate with clients to recommend and implement best practices that enhance performance and security
• Communicate to the client the status of their enquiry throughout the process, and notify them of any changes or outages related to their issue
• Provide remote maintenance and support for hardware systems, ensuring optimal performance and reliability.

General

• Maintain and update client documentation to ensure accuracy, accessibility, and consistency.
• Continuously monitor IT systems to ensure performance, availability, and security.
• Maintain accurate records and manage workloads using clients’ PSA systems in line with their processes.
• Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
• Follow our Security Procedures at all times
• Identify, communicate, and mitigate potential risks to West View It and our clients’ businesses
• Identify opportunities for improvement and make constructive suggestions for change

· Contribute to the process of innovative change effectively

• Undertake other duties as required

Do you have a valid Driving License license?, Do you have experience in IT?, * Demonstrates a genuine enthusiasm for problem-solving and overcoming technical challenges.

• Excellent communication skills, with a strong emphasis on active listening and clear, professional interaction.
• Advanced understanding of support tools, techniques, and how technology is used to provide services
• Advanced understanding of Microsoft 365 as our primary client platform
• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Advanced knowledge of IT Applications, Software & Hardware
• Great Communications skills, founded in being a good listener
• A deep desire to deliver an amazing Client Experience
• Full UK Drivers license
• The ability to keep up with & adapt to the fast-paced IT world

Nice to Have

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Advanced understanding of the CIS Controls
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.