1st Line Support Technician
Full job description
J Mccreedy Recruitment
Salary: £26,000 per year
An exciting opportunity has arisen to join our thriving Maidstone based client as a 1st Line Support Technician.
Purpose of the role:
As part of their dynamic Helpdesk team, the role of Helpdesk Technician is to resolve issues remotely. In addition to resolving printer, network and services issues, you will be involved in the triage of Laptop & PC break fix hardware support, delivering an efficient and effective customer service to their clients, focussed on consistently exceeding expectations in a timely and professional manner.
Responsibilities:
* Using remote access software to assist their clients in resolving printing related queries (print, scan, fax, colour queries and network related issues), in addition to providing remote break fix triage of laptop & desktop PC support in line with services offered
* Problem diagnosis & fault resolution.
* Timely communication with clients, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
* Investigate connection issues and concerns on bespoke system for both Printing, and PC issues directly with their clients.
* Ensure client satisfaction
* Escalate service requests that cannot be scheduled within agreed service levels.
Skills and Experience:
Core Competencies
* Understanding of basic network terminology, e.g, network routing, IP addressing, basic DNS
* Understanding basic hardware fault finding for laptop and desktop issues
* Understanding of key protocols e.g. SMTP,SNMP,DNS,IPV4, Bonjour, SMB
* Broad experience of managed print services and hardware
* PC and MAC experience
* Experience of a client focused helpdesk environment
* Experience in utilising remote management tools to diagnose, investigate and resolve faults/consumable consumption/diagnose predictive parts (preferred but not essential)
* Experience in troubleshooting Hardware/PC/Printer/Network related faults (essential)
* Ability to use Remote Access tools (TeamViewer, GoToAssist, Zoom) (preferred but not essential
Functional Skills
* Good time management
* Excellent organisational skills
* Ability to work under pressure to specific SLA’s, to prioritise and multitask
* Excellent communication skills & telephone manner
* Methodical with an aptitude for attention to detail
* Able to work in a team as well as independently
* Adaptable and flexible to changing demands
To apply for this job please visit definitejobs.co.uk.