Role Overview:
My client, a market leader in their industry are looking for an exceptional individual to join their small IT Team as an IT Technician, supporting 1st and 2nd line technical operations, you will provide outstanding technical support, troubleshooting, and maintenance to users at all levels of the organisation.
The Role:
- Act as the initial point of contact for all IT support requests and incidents, providing friendly and effective front-line (1st line) and more complex (2nd line) support to colleagues.
- Diagnose and resolve IT issues across hardware (PCs, laptops, printers, peripherals), software applications, and relevant business systems.
- Escalate unresolved issues to higher technical support as required, ensuring timely communication and updates to end users.
- Support the setup, configuration, and deployment of new hardware and software, ensuring all devices are fully operational and compliant with IT policies.
- Perform routine system administration tasks, such as user account management, access rights, password resets, and network connectivity checks.
- Document IT incidents, procedures, and resolutions accurately within the service management system.
- Contribute to the maintenance and security of IT assets, including inventory tracking and equipment audits.
- Collaborate with colleagues to identify and implement improvements to IT support processes and user experience.
Skills:
- Previous experience in a 1st or 2nd line IT support, helpdesk, or technical service role.
- Confident working knowledge of Windows OS, Microsoft Office 365, and general desktop/laptop maintenance.
- Basic networking understanding (TCP/IP, Wi-Fi troubleshooting), with ability to support connectivity issues.
- Effective communication skills, able to explain technical concepts clearly to non-technical users.
- Strong organisational skills, with attention to detail and the ability to manage and prioritise multiple support queries simultaneously.
- Logical and analytical approach to problem-solving, with a focus on delivering excellent customer service.
- Team player with the initiative to take ownership of allocated issues and responsibilities.
- Professional, reliable, and respectful in all interactions with colleagues and stakeholders.
Package:
- Benefit from opportunities for professional development and exposure to a wide range of IT projects and systems.
- Competitive salary and 25 days' holiday plus bank holidays per year.