1st Line Support Technician

Main duties and responsibilities:

Providing telephone, email and on-site IT support to end users.

Open incidents on in-house ticket system, with appropriate entries of troubleshooting. Elevate complex and/or high priority problems to the appropriate senior team member.

• Maintain up-to-date documentation where possible including Client Information and the IT knowledge-base.
• Manage incidents/requests/changes by ensuring that the technician updates the client regularly.

Ensure that end-users are satisfied with the services provided.

Technical Skills:

Working and administrative knowledge of Microsoft Operating Systems and Microsoft Office applications, VMware, Microsoft Exchange, Email and Web filtering software

• Experience of using Active Directory (Password resets, Account unlocking, Group memberships, Understanding of Organisational Units, Group policy).
• Working knowledge of PC hardware including the ability to troubleshoot, install and configure.
• IT engineering qualification to degree or at least three years appropriate experience in an IT support environment.

Personal Attributes:

• Must be able to work well within a team.

• Excellent verbal, written communication skills and telephone manner.

• Strong problem solving and research skills, pro-active in suggesting and seeking solutions.
• Motivated by producing quality work within planned time-scales.