This company is looking to recruit an IT Support Technician to deliver a professional and exceptional level of customer service to their varied and growing client base, each with individual network set-ups and software requirements.
Acting as part of a fast moving, dynamic and technically capable team responding to first and second line support requests via telephone, email, in person (for walk-in clients) and via on-site visits whilst continuously meeting customer service satisfaction and service delivery demands.
You will need to be self-motivated, as the role is fast paced and demanding. As you will have the opportunity to work with a variety of IT support issues, you must be technically competent and possess the ability to plan, organise and multi task, you must also have a high degree of accuracy.
You will benefit from working in a small team with the security of a well-established and growing business.
They value the importance of being reliable, accountable and are committed to delivering a friendly, quality service by operating with trust, integrity and ethics. They are working towards certification for ISO 27001:2013 and ISO 9001:2015, knowledge of working within the framework of these systems would be beneficial.
They offer a Competitive salary, 29 days annual leave (including bank holidays), pension, parking, Employee assistance plans, perks and discount scheme, team days out and social events.
Key Responsibilities:
- Deliver professional and friendly first-class customer service
- Communicate effectively both technically and non-technically
- Maintain quality and accuracy throughout the service delivery
- Receiving, prioritising, documenting and actively resolving client issues within agreed SLA’s
- Promptly and accurately respond to inbound support calls, logging issues in the helpdesk system
- Ensure high levels of communication with clients at all times
- Accountable for personal ticket queue, and the completion of associated tasks
- Liaise with external suppliers, partners and third parties to resolve faults and repair equipment.
- Carry out site visits and on-site troubleshooting as and when required
- Comply with relevant legislation, internal policies and procedures
Essential Education / Qualifications:
- GCSE or Equivalent with Grades A-C in English Language and Mathematics
- Full clean driving license
- CompTIA A+ (or equivalent)
Essential Experience / Knowledge:
- Experience working in a customer service environment
- Experience working in an IT support role or helpdesk environment
- Excellent IT skills and computer literacy
- Experience of Modern Server Operating Systems
Desirable Experience / Knowledge:
- Hyper V and Cluster Environments
- Encryption Technologies
- VoIP / 3CX
- Domain networks including Group Policy, AD, DNS and DHCP
Skills / Personal Attributes:
- Self-motivated with the ability to multi task, prioritise and manage work to deadlines and under pressure to meet SLA's
- Excellent organisational ability and can prioritise workloads