IT Technical Support

SUMMARY

Our client is hiring an IT Technical Support to join the team.

A suitable candidate should be a motivated and multi-skilled individual that meets the requirements of the role

DUTIES TO INCLUDE

• Enable users to access the applications and systems via a company laptop and/or virtual desktop infrastructure.
• Build and distribute hardware and install software, troubleshoot hardware, software and connectivity issues.
• Set up and configure Group Policies, evaluate systems and applications and assist with implementation.
• Responsible for providing out-of-hours support as part of an 'on-call' rota.
• Providing efficient and effective customer service to end-users and other stakeholders providing remote and desk side support at client’s sites.
• Acting as the first point of service requests.
• Logging and maintaining support issues detailed throughout a service ticket lifecycle.
• Responding appropriately to more complex problems through escalation.
• Prioritization and management of workload to ensure client SLAs are met.
• Supplying a high standard of customer service in line with company standards.
• Owning, managing, and resolving incidents, completing requests and changing requests in line with the company policy.
• Delivering against our KPIs.
• Work in accordance with company values, policies, procedures and standards.

KEY REQUIREMENTS

ESSENTIAL

• Experience in a technical support role.
• Proven incident and problem management background.
• Good understanding of computer hardware, Windows operating systems and MS office application suite.
• Experience with large systems implementations, such as OS upgrades and new hardware/software rollouts.
• Good technical knowledge in Networking (cabling/patching, creating network diagrams).
• Clear and confident communicator.
• A proven problem solver and good asset management.
• Able to deliver and troubleshoot complex technical solutions.
• Strong communication and documentation skills.
• Adaptable & flexible.
• Good time management and prioritization skills.

DESIRABLE

• Experience in IMCITP: Server Administrator or MCSE: Windows Server.