Join a dynamic and growing IT business as an IT Support Technician. There are multiple roles based in Leeds, Skipton and Wetherby. You will need an outgoing personality, excellent communication skills and be able to deal with external customers. You will be expected to apply proven communication, analytical, and problem-solving skills to help support customers’ IT Infrastructure. The roles will involve travel to customer sites.
Objectives:
- Provide first point of contact to customers both remotely and on-site for infrastructure support
- Work as part of a team to deliver IT Support following ITIL guidelines
- Ensure customers are provided with quality support and work on project teams 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
Essential:
2 Years’ experience of Desktop support (Microsoft OS and Applications)
- Experience of Microsoft Windows Server and Active Directory
- Good working knowledge of Microsoft Office and Office 365
- Basic knowledge of networking technologies
- Effective analytical and problem determination skills
- Strong 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:
- Basic PC based hardware engineering
- Microsoft Certifications
- Exposure to Virtualization technologies
- Awareness of security technologies