Infrastructure Support Technician
Based at client sites in Leeds, Wetherby and Skipton, West Yorkshire
Join a dynamic and growing IT business as an Infrastructure Support Technician.
Objectives
- Provide first point of contact to their customers both remotely and on-site for infrastructure support
- Work as part of a team to deliver IT Support issues to our customer database under the guidelines of ITIL
- Ensure customers are provided with quality support and participate in assigned project deliverables as required
Key Responsibilities
- To provide 1st and 2nd line technical support to customers, answering support queries via phone and email in a professional manner
- Ensure that requests for assistance are properly logged, assigned and responded to in a timely manner in accordance with agreed guidelines and procedures
- Respond to escalated, complex and high impact customer calls in a timely way, ensuring that escalation procedures are adhered to
- Achieve excellent customer service relationships, both internal and external, by the confident use of good communication techniques
- Implement suitable fixes and work-around solutions to analysed problems, monitoring progress and keeping customers informed
- Update Service Desk help-tickets and knowledge-base with analysis findings and results
- Visit customer sites as and when required to facilitate problem resolution
- Maintain client confidence and protect their operations by keeping information confidential
- On-going proactively identify any area of improvement to improve performance, resilience or functionality to customer infrastructures
- Carry out regular housekeeping activities
- Preventative maintenance through system monitoring
- Attend training to develop relevant knowledge and skills
Skills and Expertise
Essential
- 2 Years experience of Desktop support (Microsoft OS & Applications)
- Experience of Microsoft Windows Server and Active Directory
- Good working knowledge of Microsoft Office and 365
- Good working knowledge of networking technologies
- Effective analytical and problem determination skills
- Effective verbal and written communication skills
- Ability to work on own initiative, to deadlines and under pressure
- Accuracy and attention to detail
- Car Owner with full driving license
Desirable
- Experience of Microsoft SQL Server
- Experience of IBM Domino and Notes
- Good knowledge of networking technologies, switch & router configuration and IP addressing schemes
- Basic PC based hardware engineering
- Microsoft Certifications (MCSE, MCP)
- Working knowledge of Virtualization technologies
- Awareness of security (e.g Firewall) technologies