IT Support Technician

PS Recruitment Services

IT Support Technician

As the IT Support Technician for a family run IT services company the role will involve a variety of tasks including dealing with a wide range of customers on a daily basis. either through face to face, telephone, email communications and remote software connections.
Some of your Duties and Responsibilities include:
  • Daily monitoring of the internal IT Helpdesk support call logging system
  • Answering phone calls and emails and transposing into a ticket on the system
  • Incident management
  • Provide solution(s)/work around(s) to incidents in line with the knowledge base/own research
  • Providing 1st line technical support, responding to support requests across all customers
  • Prioritising and managing multiple open incidents at one time
  • To maintain a high level of professional customer service when responding to support issues.
  • To take ownership of support issues and seek closure ensuring all relevant support procedures are followed including when escalated/delegated to other team members.
  • Installation configuration and deployment of new and existing hardware in line with customer specific requirements
  • Installation configuration and deployment of new and existing software in line with customer specific requirements
  • Daily monitoring of the remote monitoring and management system and actioning alerts
  • Infrequent participation in an out of hours support to resolve business critical issues as and when required
  • Troubleshoot problems using a range of industry wide tools
  • Diagnose and solve hardware/software Incidents
 
Qualifications/Experience:
  • GCSE’s including English and Maths (required)
  • 1 Year Help Desk experience (required)
  • Good understanding of PC hardware and experience replacing/upgrading components
  • Understanding of domain environments including Active Directory Administration
  • Experience administering Windows Server 2012+
  • Understanding of basic computer networking, routers and switches
  • Experience administering Office 365 suite of products will be an advantageous
  • Understanding of Microsoft HyperV & Virtualizations
  • Understanding of ITIL Service Management (preferred but training can be provided)
  • Understanding of Mac operating systems (not required but would be advantageous)
Benefits
  • 20 days holiday + bank holidays
  • Occasional team building activities
  • Working with a small professional and close team who are passionate about IT allowing for the ability to be self-motivated and self-managed
  • Industry Certified training where training requirements are identified following successful probation period.