IT Support Engineer - 1st Line Help Desk Technician

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IT Support Engineer / 1st Line Help Desk Technician that has an IT related certification and proven strong ability in customer service is required for a busy Service Desk by a well-established Charity.

SALARY: £21,568 - £22,838 per annum

BENEFITS: 26 Days Holiday plus Bank Holidays (rising to 28 days after 3 years' service), Contributory Pension Plan, Flexible Benefits (includes: Gym Membership, Travel Insurance, Healthcare and Hospital Treatment Plan, Dental Insurance, Additional Life Assurance, Health Screening, Buying and Selling Annual Leave (up to 3 days), Cashback on Salary (up to 2% of salary equivalent)), Retail Discount and Cashback Scheme, Employee Assistance Programme, Enhanced Occupational Sick, Maternity, Paternity and Adoption Pay above statutory minimum, Childcare Vouchers and Eye Care Vouchers

LOCATION: Reading, Berkshire

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 37.5 Hours per Week, Monday to Friday

APPLICATION PROCESS: Once we've reviewed your CV, we will email over some extra details regarding the application process that you will need to complete as soon as possible. Please keep an eye out for our email.

** Join and Help this Great Charity **

JOB OVERVIEW

We have a fantastic new job opportunity for an IT Support Engineer / 1st Line Help Desk Technician that has an IT related certification and is looking for a career development opportunity within a busy Service Desk environment.

Working as the IT Support Engineer / 1st Line Help Desk Technician you will be the first point of contact for all IS related queries from all sites and remotely based Home Workers, and will be required to troubleshoot and resolve or escalate the query to either the Second Line or the appropriate department within the organisation.

As the IT Support Engineer / 1st Line Help Desk Technician you will have a great telephone manner with good written and verbal communication skills. You will have excellent troubleshooting and problem solving skills with some experience supporting Users with technical issues covering MS Windows, Microsoft Office, PCs / Desktops, Laptops, Printers and networking issues etc.

As a successful candidate, you will have an exciting opportunity to work in a growing and fulfilling environment where your efforts will be greatly appreciated by the Charity and the thousands of people they help.

DUTIES

Your duties and responsibilities as the IT Support Engineer / 1st Line Help Desk Technician:

Provide technical support to all Company Users on-site and home based remote workers

Record all IT related queries and issues reported to the Service Desk in the call management system

Monitor and respond to automatically logged incidents within the call management system

Identify and escalate incidents outside of first line support capabilities to the second line support technicians

Identify incidents related to other IS departments and transfer to the relevant support team

Deal with technical queries requiring solutions within a structured service delivery framework

Consult with the Lead Support Technician and Senior Support Technicians as required

Implement technical solutions and improvements to user capability and self-sufficiency in technology and applications

Plan and organise workload based on the priority needs of users

Identify, evaluate, recommend and implement new products

Supervise external suppliers

Analyse, troubleshoot, build, configure and install PC based hardware, operating systems and apps

WORKING AT THE CHARITY

Working at the Charity is much more than just a job. Through the values that guide their work, they make a real difference, and change lives.

The Charity believe that wellbeing at work is about creating an environment to promote a state of contentment which allows all employees to flourish and achieve their full potential for the benefit of themselves and for the Charity.

As a member of staff, we offer you a wide range of benefits to suit your individual needs. These include; 26 days' holiday plus bank holidays (rising to 28 days after 3 years' service), flexible benefits package and a defined contribution group personal pension plan.

IDEAL CANDIDATE REQUIREMENTS

IT related certification - ICT, MCP, CompTIA, ITIL Foundation qualification or relevant experience

Experience of working in an IS Service Desk environment providing 1^st line level support in a multi-site organisation including remote workers is highly desirable

Proven strong ability in customer service, building and maintaining relationships with users at all levels

Proven experience with MS Office 2016 applications, MS Windows 7/10, PC hardware (Laptops, desktops, printers etc), Microsoft Active Directory, Microsoft Windows Service 2008/2012/2016, Microsoft Office 365, Microsoft Exchange 2010/2016, Apple Mac hardware and software, and Microsoft Intune

Experience of hardware and software troubleshooting of PC compatibles

Experience of troubleshooting within a network environment including remote access

Awareness and knowledge of networking principles and practices

Ability to identify and select appropriate technical solutions

Ability to support Users with limited IS skills or a visual impairment

Ability to plan workload and work in a pressurised environment

Ability to prioritise and plan workload in a pressurised environment

Eligibility to work in the UK

As this role requires an Enhanced Disclosure check the start date for the successful candidate will only be confirmed upon receipt of the check.

The Charity is committed to safeguarding and promoting the welfare of all children, young people and vulnerable adults with whom they work. They expect all of their employees and volunteers to fully share this commitment.

Please note: we reserve the right to close any of our vacancies early.

HOW TO APPLY

APPLICATION PROCESS: Once we've reviewed your CV, we will email over some extra details regarding the application process that you will need to complete as soon as possible. Please keep an eye out for our email.

CV's of Job Applicants meeting this requirement may also be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P4970

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