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Back to jobs 1st / 2nd Line IT Support Technician
  • Newcastle upon Tyne, Tyne and Wear
  • £18,000 to £22,000
  • (Permanent)
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This company is looking for a 1st Line / 2nd Support Analyst with a good technical background and experience in providing technical support. The successful candidate will be responsible for investigating a wide range of technical issues.

Each candidate should be a driven individual that enjoys problem solving and taking control of situations to drive home technical solutions whilst putting their customers’ needs first.

Some of the technologies the candidate would be expected to deal with include; Windows Server, VMware, Hyper-V, Microsoft Exchange, Office 365 and RDS. A good base of networking knowledge, ideally CISCO, and VOIP systems.

Duties and Responsibilities
- Diagnose and fix IT issues
- Liaise direct with customers regarding technical issues
- Log work and fixes into a helpdesk system
- Work to Service level agreements (SLA)
- Incident management
- Resolve Technical issues
- Support customers and provide a great level of customer service
- Knowledge, Skills and Experience Required:
- A high level of technical skills is essential for this role, with a good understanding of Networking, Microsoft products, Kerio/GFI and virtualisation.

Essential
- A high level of technical skills is essential for this role, with a fundamental understanding of Networking, Server configuration, Active Directory, Exchange Management, Microsoft products and virtualisation.
- At least 2 years’ experience in IT
- Good understanding of general server, storage and networking technologies
- Good communication skills
- Good documentation skills
- Customer focussed
- Able to work well as part of a team and individually
- Maintain awareness of new and emerging technologies
- Decision making – displays a willingness to make decisions; exhibit sound and accurate judgement and include appropriate people in the decision making process
- Highly motivated – sets and achieves challenging goals
- Quality management – ability to look for ways to improve and promote quality.

Desirable
- Windows Desktop Exam (Windows 7+)
- Server Exam 2008 R2 (Onwards)
- CCNA
- Strong troubleshooting ability
- Networking fundamentals

Qualifications:
Although no formal qualifications are essential for this role, the successful candidate should have relevant work related experience, attained a good all-round standard of education and have a good knowledge of current IT technologies.

Location and Working Arrangements:
The position offered is based in theirT Head Office in Newcastle Upon Tyne.

The working hours are normally Monday to Friday, between 08:30-17:30 with 1hr for lunch, although extended hours may be required to meet customer requirements.

It is expected that the successful candidate will be able to accommodate changes to their working hours and be available to work weekends & evenings as required.

Reporting and Department:
The role will report directly to the Helpdesk Manager.