IT Support Technician / IT Support

Salary: £32,400 – £36,000 per year

An exciting opportunity has arisen for a Full- Time 1st and 2nd Line IT Support/Helpdesk Technicians within an established, growing and highly regarded Microsoft Certified Gold Partner IT Support Services business.
Excellent training and development opportunities.
As an experienced 1st or 2nd Line IT Support Technician, you will be responsible for supporting a growing SME customer base, have solid customer service and technical skills and enjoy dealing with users of all levels.
Key responsibilities of the role include:
* Handling case escalations and providing support for customers via the helpdesk; online, via email and telephone, troubleshooting and responding to customer requirements
* Recording and monitoring incidents and reported problems, updating the CRM system with information as required
* Provide technical support and other IT related services remotely or on site such as server installations, system migrations, network installations, configuration and support
* Ensuring quality of service by developing and maintaining a thorough and detailed knowledge of technical products and services
* Achieving and maintaining helpdesk KPIs and SLAs
* Multi-tasking, tracking and responding to tickets at various stages of completion
* Communicating the root cause and resolutions to customers in non-technical terms
* Identifying themes and trends and developing tools to improve business processes or the customer experience
* Managing or supporting internal and customer projects as required
To be successful in the role you will have:
* Previous experience of supporting, managing and troubleshooting on a busy service desk. This will include excellent technical knowledge and experience of networking principles, operating systems, hardware and software which is likely to include:
* Microsoft 365, Azure and Office apps
* Remote support and management tools
* Windows Server operating systems, admin and maintenance
* Virtualised platforms
* Active Directory AD/GPO/DHCP/DNS, Windows Server / Applications, Windows Desktop, Office 365 Admin, AV Admin
* General networking and set up of IT security products such as anti-virus, anti-malware protection, firewalls etc
* A strong desire to grow and develop; a self-starter with the motivation and drive to learn
* The ability to work within a fast paced, deadline orientated environment
* The aptitude and ability to pick things up and learn new skills/technologies quickly and easily
* Strong interpersonal skills to communicate at all levels, as a team player
* Excellent problem-solving skills, through analysis and critical thinking
* A high level of accuracy and attention to detail.