1st / 2nd Line Support Technician

Are you an experienced IT Support Technician

Are you looking to work for a smaller, more personal company that uses customer service as their competitive advantage?

If so then I have an exclusive opportunity for a Bicester based IT support and service based company that due to expansion is seeking to recruit a 1st/2nd Line IT Support Technician to join their team. You will be supporting a range of business clients with differing sizes with a variety of desktop issues over the phone and utilising remote monitoring software.

This is a great opportunity if you are an enthusiastic individual that has a minimum of 1-2 years’ experience within an IT support role. Essentially you must have working knowledge of Microsoft Office products, Windows and MAC operating systems to include servers. Also working knowledge of email configurations (Imap, POP, Exchange), PC’s, Hardware, Software, with a good level of common sense and an keen interest in IT. Role is to provide IT support to business customers, over the phone and via remote sessions.

Main Duties and Responsibilities

To diagnose and resolve software, hardware and network incidents, including operating systems (Windows and Mac) and across a range of software applications via phone or remote sessions
To assist all our users with any logged IT related incident when called upon
To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
To accurately record, update and document requests using the IT service desk CRM system
To install and configure new IT equipment
To resolve incidents and upgrade different types of software and hardware
To resolve incidents with printers, copiers and scanners
To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation
To be a highly motivated team player with the skills and ability to manage changing priorities
Must be able to have a flexible approach to working hours, usually this will be normal office hours, but occasionally will include evening and weekend work
Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
To work within the relevant legislation, policies and procedures
To participate in the Annual Performance Development Review Process
Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility

Personal Attributes

It is essential that you hold a Full UK driving licence and own a car because this position will involve being off-site to install/remedy IT issues
Excellent organisational skills.
Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing
Ability to demonstrate practical troubleshooting and problem analysis techniques
Good attention to detail and ability to show initiative
Ability to plan and prioritise work load without supervision
Ability to prioritise, manage and perform under pressure to meet SLA’s.
Excellent knowledge of Customer Service best practice.
Willing to work flexibly and with enthusiasm
Must have experience in 1st/2nd line customer IT support supporting business customers
Ability to take ownership of their role

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Equation Recruitment is an equal opportunities employer that operates as an employment agency for permanent recruitment and as an employment business for temporary recruitment. Replying to this advert means that you provide us with authorisation to add you to our database for us to match and contact you to other suitable vacancies.