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IT Technician / Helpdesk Support Engineer / Service Desk Analyst who has previous experience working on an IT Technical Help Desk supporting Windows and Microsoft 365 with a good understanding of computer networking, and who has excellent written and verbal communication skills is required for a thriving, ISO accredited business based in Burnley, Lancashire. SALARY: £23,000 - £28,000 per annum (depending on experience and qualifications) Benefits (see below) LOCATION: Based at the offices in Burnley with flexitime and opportunities for hybrid working. Candidates must live within an easy commute to Burnley. JOB TYPE: Full-Time and Part-Time, Permanent Positions Available JOB OVERVIEW We have fantastic new job opportunity for an IT Technician / Helpdesk Support Engineer / Service Desk Analyst who has previous experience working on an IT Technical Help Desk supporting Windows and Microsoft 365 with a good understanding of computer networking, and who has excellent written and verbal communication skills. Working as the IT Technician / Helpdesk Support Engineer / Service Desk Analyst you will join a friendly and knowledgeable IT Technical Support Team who support and deliver services to over 200 businesses, typically based in the North West. As the IT Technician / Helpdesk Support Engineer / Service Desk Analyst you will provide remote help desk support, based on your level of experience, to clients using the latest PSA technology, ensuring all help desk tickets are updated, resolved or escalated when required. As the IT Technician / Helpdesk Support Engineer / Service Desk Analyst you will also be involved in additional proactive work and a range of IT projects depending on your experience. There is also a requirement to work at our client's premises on occasions. DUTIES Your duties as the IT Technician / Helpdesk Support Engineer / Service Desk Analyst will include the following, depending on your level of experience: Provide effective IT helpdesk support to clients through the use of IT support tickets Work with other IT support colleagues to ensure all issues are resolved as fast and efficiently as possible in line with SLAs Completes proactive maintenance work on clients' IT equipment to a defined standard Write automation scripts using PowerShell and batch to improve support efficiencies Completes IT related projects including Microsoft 365 migrations, Windows Server installations or network security audits to an agreed specification Provide onsite support for clients across the North West of England when necessary Maintain a good relationship with all clients Continuously improve knowledge across various software and hardware used by clients and the support team Deliver digital marketing tasks and projects when required CANDIDATE REQUIREMENTS ESSENTIAL Proven experience as an IT Technical Support Helpdesk Engineer or similar role Solid knowledge of IT systems, including hardware, software, and networking, including Windows and Microsoft 365 Experience in remote support tools and techniques Excellent problem-solving and communication skills (phone and email) with a clear and concise telephone manner Ability to work independently and collaboratively within a team Strong organisational and time-management skills Flexibility to travel for onsite visits as needed Microsoft Certified applicants are particularly welcome DESIRABLE Extensive experience in working with Microsoft 365 Experience with Unifi, DrayTek and NETGEAR networking equipment Experience with Microsoft Azure Virtual Desktop, IaaS Mac PowerShell COMPANY BENEFITS Join a small, friendly team with low staff turnover, providing opportunities to develop your technical skills on a wide range of technologies Bonuses for high performance Generous company pension scheme Holiday purchase scheme Tea, frothy coffee and fruit juice provided when onsite Ongoing training and development Flexible working / hybrid options High spec Dell or Lenovo laptop Docks and remote working equipment provided Flexi time scheme Three extra days leave at Christmas Healthcare plan (includes optical and dental care and half price gym membership) Christmas parties and charity events The company values differences and welcome applicants from a diverse range of backgrounds, identities and experiences. APPLY TODAY... By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose. JOB REF: AWDO-P12270 Full-Time and Part-Time, Permanent IT Technical Jobs, Careers and Vacancies. Find a new job and work in Burnley, Lancashire. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online. AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency. AWD-IN-SPJ
Employer description: We are a fast-growing cloud infrastructure provider, specialising in cloud infrastructure, connectivity and telephony solutions. We work with businesses throughout the US, UK, India and Australia to help improve their internal system, business continuity, security and save costs. At IT Answers, we offer our team the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. Overview: Our continued success and expansion has driven a requirement for a Helpdesk Support Engineer to join our Helpdesk Support team. Our Helpdesk Support Engineers provide direct network, desktop and server technical support in a fast paced, team oriented, 24x7, worldwide environment. We are now looking for an eager candidate to join us as an apprentice. You will have the opportunity to gain valuable skills, knowledge and experience as you complete a IT - Cloud Network Specialist - Level 3 Apprenticeship. Come grow with us and let us show you why good things really do come from IT Answers. Position summary: As a Helpdesk Support Engineer, your responsibility is to analyze and diagnose issues reported by our clients. You will perform an initial review and investigation of these issues. This includes root cause analysis, determining areas of interest, and narrowing the focus of the investigation. You will use and maintain utilities to facilitate and improve investigations. This is a role that requires flexibility and the ability to work well under pressure. An individual must be able to satisfactorily perform each essential duty listed below. Main Responsibilities: Providing support via telephone, email and remote and on-site support, helping and maintaining our clients server and desktop infrastructure Management of user accounts, installation, maintenance and troubleshooting of hardward and software applications Carrying out daily checks on key systems and services Providing 1st/2nd line support within an ITIL Environment - supporting Customers on Windows, Linux and Apple Mac You will be taking and dealing with approximately 20 - 50 calls/tickets a day Installing network printer drivers on users machine and printers Helping users with hardware and software issues on request after change request has been approved What we are looking for: Required Experience: Knowledge of Microsoft based systems including: Windows 7 and onwards Knowledge of VoIP including SIP Trunks Knowledge of Network technologies including: LAN, WAN, NAT, Wireless, Firewalls, VLANs, Switching & Cabling Can confidently and gracefully prioritize multiple issues under time constraints Excellent verbal, written and presentation skills Passionate attitude with willingness and enthusiasm to own your own growth Competencies: Positive, can-do attitude and a willingness to go the extra mile to make sure that issues get resolved completely You love working in a highly collaborative environment You wake up each day hungry to solve problems You want to make a difference and have input Entry requirements: 3 GCSE's (or equivalent) at grades 4 (A-C) in any subject GCSE Maths and English (or equivalents) at grades 3 (D or above) Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme. If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. For more information, please visit the UK ENIC website. Physical Demands: The position requires a combination of physical duties and occasional lifting of 20-pound boxes, all of which are necessary to effectively meet the job demands. Benefits: The opportunity to travel with work Progression opportunities - Grow with the business! Onsite parking Future prospects: 90% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. Important information: Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. Apply now!