1st & 2nd Line Technician

Salary: £28,800 – £30,000 per year

Opportunity to work for a small, very successful IT business and take responsibility for the whole spectrum of IT support for your business clients.

This business has been providing IT support, service, repair and maintenance and has a very loyal, satisfied customer base of SME businesses across the North of England.

As a 1st & 2nd line Technician, you must be a natural problem solver with good communication skills and a strong technical understanding of hardware, software applications and the full IT suit.

Within this business, you will receive ongoing training and development and have expose to a wide range of technology, allowing you to truly progress your career and upskill constantly.

Role Purpose:

* To provide high level technical liaison, support and administration to business customers with responsibility for the full life cycle of incidents/problems that may arise.

Objectives and Responsibilities

Resolving customer problems both directly from customers and through technical escalation.

Deal with inbound support queries via telephone and email

Assist with hands on PC builds, laptop and server build / repair in line with customer specifications

Make good recommendation to customer regrading system requirements to meet their needs

Log and resolve calls within agreed SLA time-frames

Continually communicate with the customer to ensure satisfaction of service

Implementing fixes and solutions where appropriate, either via discussing directly with the customer, via email, via remote access or on-site.

To develop good working relationship with internal office staff and field based engineers.

To assist other Technical staff and engineers involved in projects, and to work with management in the assignment of technical tasks where required.

To be able to provide full customer training on the installed product

To be able to provide clear and concise documentation of completed allocated work.

To be able to liaise with hardware / software manufacturer technical support help desk to provide solutions to rectify problematic faults.

Personal Behaviours

To be committed to working as part of an effective team within the technical support department

To maintain the highest standard of professional conduct at all times with customers and colleagues

To be committed to the principles and practice of continuous professional development and to undertake additional training to meet individual and organisational needs.

Required, Knowledge, Skills and Experience

* Ideally you will have worked in a similar role and have a strong technical knowledge / hands on experience with:-

* Microsoft and Apple Macintosh computers and laptops

* Servers and networking equipment

* Software, including cloud – based applications

* Email and cross-path integration including synchronisation of tablets and smart phones

* IT cabling

* Printers, scanners, copiers, ink and toner

* Telephony and unified communication equipment

* An ability to demonstrate excellent written, oral and interpersonal skills; be an effective communicator across all levels of the organisation

* To have exceptional problem solving skills and ability to work to deadlines

* Must be able to demonstrate some ‘hands-on’ skills, such as PC build, router configurations, cabling, server work

* Must be able to work on own initiative and also as part of a team with limited guidance

The Package

* Competitive salary of £28,800 – £30,000depending on experience

* Working hours are Monday, 9am – 5pm

* Excellent working environment in a small, supportive team

* Ongoing training & development

* Easy to access office location

* Pension & other benefits