IT Support Technician

This job has now expired please search on the home page to find live IT Jobs.

Join a dynamic and growing IT business as an IT Support Technician.

Objectives:

- Provide first point of contact to their customers both remotely and on-site for infrastructure support

- Work as part of a team to deliver IT Support issues to their customer database under the guidelines of ITIL

- Ensure customers are provided with quality support and participate in assigned project deliverables as required

Key Responsibilities:

- To provide 1st and 2nd line technical support to customers, answering support queries via phone and email in a professional manner

- Ensure that requests for assistance are properly logged, assigned and responded to in a timely manner in accordance with agreed guidelines and procedures

- Respond to escalated, complex and high impact customer calls in a timely way, ensuring that escalation procedures are adhered to

- Achieve excellent customer service relationships, both internal and external, by the confident use of good communication techniques

- Implement suitable fixes and work-around solutions to analysed problems, monitoring progress and keeping customers informed

- Update Service Desk help-tickets and knowledge base with analysis findings and results

- Visit customer sites as and when required to facilitate problem resolution

- Maintain client confidence and protect their operations by keeping information confidential

- On-going proactively identify any area of improvement to improve performance, resilience or functionality to customer infrastructures

- Carry out regular housekeeping activities

- Preventative maintenance through system monitoring

- Attend training to develop relevant knowledge and skills

Essential:

- 2 Years experience of Desktop support (Microsoft OS & Applications)

- Experience of Microsoft Windows Server and Active Directory

- Good working knowledge of Microsoft Office and 365

- Good working knowledge of networking technologies

- Effective analytical and problem determination skills

- Effective verbal and written communication skills

- Ability to work on own initiative, to deadlines and under pressure

- Accuracy and attention to detail

- Car Owner with full driving license

Desirable:

- Experience of Microsoft SQL Server

- Experience of IBM Domino and Notes

- Good knowledge of networking technologies, switch & router configuration and IP addressing schemes

- Basic PC based hardware engineering

- Microsoft Certifications (MCSE, MCP)

- Working knowledge of Virtualization technologies

- Awareness of security (e.g Firewall) technologies