1st Line Help Desk Support Contract

First line/Desktop Support Contract

Our clients are a rapidly expanding IT Support business based in Borehamwood, Hertfordshire. They support small to medium sized businesses in greater and central London ranging from 5 users to 150 users.

They offer the full spectrum of support from desktop and application support through to server and hosted server support and are now looking for a 1st line support person to join their team.

Job Purpose:

To provide the first line of technical support for the workstations, devices and networks of our business clients. Typically they are between 5 – 150 users and operate Microsoft operating systems.

You will be the first point of contact for the client and will provide a friendly and professional service. You will use your troubleshooting and technical skills to document, diagnose, troubleshoot and provide desktop and desktop application support. You will work with a second line support technician and be managed by the Helpdesk Manager.

Key Responsibilities and Duties

• Answer the phone and respond to emails in a professional and polite manner and in accordance with the agreed structure and our Service Level Agreement (SLA)
• Take down and document detailed information about the customer’s issue including user details, device details, error messages and other information
• Log, update and close tickets on the helpdesk ticketing system in full detail
• Follow defined and thoroughtroubleshooting and diagnostic steps to resolve problems over the telephone, remotely, onsite or in house
• Escalate/assign problems to second line support
• Undertake testing and troubleshooting work remotely, by telephone, on-site and in-house
• Work with other first and second line support and the technical manager to setup and configure new devices and computers according to instructions and procedures
• Basic user administration in house and hosted server roles
• Check backups and troubleshoot any problems
• Work with third party suppliers to troubleshoot, diagnose and solve technical problems
• Production of basic instruction sheets for clients

• Occasionally out of hours work will be required, this will be compensated for by Time Off In Lieu or overtime pay

Technical Skills

• Excellent Microsoft Windows experience from Windows 2000/XP to Windows 8, including:
  • Troubleshooting
  • Installing
  • Fixing and repairing hardware and software errors
  • Upgrading
  • Testing
• Experience with line of business applications such as MS Office (all versions) Sage, Adobe Reader and with an attitude to quickly understand other third party applications as well
• Understand cabling and patching network devices
• Experience of working in domain and workgroup environments
• Exposure to Small Business Server 2003, 2008, 2011 and Server 2003, 2008 and 2012
• Good experience of Outlook connected to Exchange Server (Exchange Server versions 2003, 2007, 2010), POP and IMAP
• Networking
  • TCP/IP, DNS, DHCP
  • Router and Switch configuration
  • Port Forwarding
  • Understanding of WAN/LAN
  • VPN configuration (Firewall and Windows level)
• Antivirus install, troubleshooting, configuration and clean-ups
• Acronis Backup setup configuration and troubleshooting
• Basic web and email hosting experience including
  • Domain name registration
  • Hosting configuration
  • Email and POP3 configuration
  • MX Record and DNS Settings
• Setup, configure and troubleshoot exchange emails on iOS, Windows and Android mobile devices

Salary

• Salary based on experience

Requirements

• Driver with own car and full clean UK driving license
• Part or fully qualified Microsoft Certified would be an advantage
• Person with good communications skills who genuinely enjoys providing help to people and fixing problems
• Tenacity to learn about IT, Technologies, Products and with a keenness to improve on personal development/growth in the IT sector

Harvey Stone Recruitment Ltd are acting as employment agents with regards to this vacancy and are not able to consider applicants not currently authorized to live and work in the UK and can’t assist with Work Visa sponsorship.