Responsibilities:
- To provide the highest standard of technical support to ComputerPro's clients, in a timely and competent manner, and
- To provide support to the Partners, by understanding and fulfilling the needs of the business competently and effectively.
Primary Duties:
- 1st-line user support request response and instruction: in person, via phone, email and remote access, in office and client premises;
- Troubleshooting and resolution - hardware repairs and upgrades; operating systems and software installation, update and configuration: data backup and recovery; malwareetc detection and removal; and
- System administration, monitoring and management: install and maintain desktops, laptops, printers etc, and configure network architecture (routers, switches, and firewalls); employ proactive RMM tools, and plan and execute OS and application patching and updates;
- Administration: prompt and comprehensive job logging and tracking (incident and service request lifecycle management), materials records and client records, internal reporting and client communication;
- Website management, maintenance and updates; monitor hosted websites; contribute to ComputerPro website;
- Manage eBay shop: item listings, buyer communications, packaging and shipping;
- Compose external communications (detailing methodologies and processes) and generate instruction material;
- R&D: investigate new industry technologies, products, solutions and best practice. Propose and implement new or improved business practices and processes.
Qualifications:
- 5 GCSEs including English and Maths, and preferably Computer Science and Physics;
- Full UK Driving Licence.
Experience, Knowledge and Skills required:
- Experience in IT services provision and first-line support - in a helpdesk or Managed Service Provider environment or similar is preferred but not essential.
- A comprehensive grounding in general IT and computing, with some basic physics and electronics; preferably including
- A knowledge of networking, protocols and server architecture: LANs/WANs, switches, firewalls, DNS, TCP/IP, DHCP, Wi-Fi, VPNs, Active Directory; and
- Proficiency in Windows 10, with the latest Microsoft technologies including MS365 Office products, and recent macOS, plus
- Exposure to Microsoft 365, Exchange, Azure, and Intune administration;
- A thorough understanding of contemporary web and social media applications and account management, preferably with some competence in web-development (preferably WordPress), including HTML, CSS, PHP, SQL etc.
- Excellent (verbal and written) communication and customer service skills - to identify user needs, and build and maintain productive client relationships;
- Outstanding problem-solving, analytical and diagnostics skills;
- The capacity to rapidly assimilate new technologies and systems;
- The ability to prioritise and work under pressure, and responsibly manage own workload, with the readiness and confidence to be accountable and deliver, and to escalate issues when necessary
- A desire to excel, with a commitment to exceeding expectations and delivering to SMART objectives;
- The flexibility to work within a small, dynamic office environment, work extra hours to meet deadlines, as required and where reasonable, and to undertake such other duties as may be reasonably required, participate in office routines etc.
Further essential Qualities and Attributes:
- Approachable, well-mannered, with a professional demeanour;
- Motivated, disciplined and focussed, with initiative;
- Logical, methodical, thorough and detail conscious;
- Organised, with an eye for design;
- Adaptable, enthusiastic, and sociable
- Patient and tolerant, with a sense of humour;
The above statements are intended to describe the general nature and level of work expected. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Incumbents may be required to perform other duties as assigned.
In addition to the above, all employees are expected to:
- be continuously aware of data security and protection;
- maintain a clean, tidy and unobstructed work area, and good health and safety practices;
- promote teamwork and collaborative effort, and offer guidance to other employees;
- be conscious of and promote the values and objectives of the business.