IT Support - 1st/2nd Level

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Our client is looking to recruit a 1^st & 2^nd Line support analyst to assist with hardware and software support services to users onsite and field-based. Responsible for logging, resolving and escalating in accordance with organisational service level agreements. Working on a rota basis with occasional travel to other locations.Key Duties

'€¢Working within the Support Desk area along with other support technicians'€¢Providing support to onsite and field-based users by phone, email, walk-in or via the ticketing system.

Key Responsibilities

'€¢Supporting and resolving user hardware, software, printing, telephony and mobile technology incidents and requests.'€¢Logging issues and requests in the Service Desk ticketing system, monitoring queues and reassigning or escalating to other resolver groups where necessary'€¢Setting up and configuring user devices, including laptops, desktops and mobile phones'€¢Installing and moving of computer equipment, completing internal user moves'€¢Patching of network devices and phones'€¢Installation, configuration and administration of approved software'€¢Administration of user accounts'€¢Performing basic IT administrative support duties

Key Experience

'€¢Proficient in supporting PC hardware, printers, scanners, computer peripherals, mobile devices (iOS, Android) and Client PC connectivity (ethernet, Wi-Fi, VPN)'€¢Proficient with Windows 10'€¢Proficient in Microsoft technologies and supporting O365 applications including Outlook and Teams / Skype, OneDrive for Business'€¢Experience of supporting users on site and remotely using support tools'€¢Strong software and hardware trouble shooting skills'€¢Experience in administering Active Directory and Azure Active Directory'€¢Ability to document working procedures'€¢Must be able to work independently and take initiative'€¢Excellent customer service skills are a must'€¢Minimum of 3 years 1st/2nd Line IT Support within a fast-paced environment'€¢Highly motivated, enthusiastic, flexible and committed attitude toward service delivery

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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