About Us:
Consider IT is a dynamic and fast-growing IT support company dedicated to providing superior technical support and IT solutions to businesses of all sizes. Our mission is to ensure our clients' IT infrastructure runs smoothly, enabling them to focus on their core business activities. We are looking for a motivated and customer-focused 1st Line IT Support Technician to join our team and help us maintain our high standards of service.
Role Overview:
As a 1st Line IT Support Technician, you will be the first point of contact for our clients experiencing technical issues. You will provide effective and timely support, troubleshooting, and resolution of IT-related problems. This role requires strong communication skills, technical knowledge, and a passion for delivering exceptional customer service.
Key Responsibilities:
- Respond to customer queries via phone, email, and ticketing system.
- Diagnose and resolve technical issues related to hardware, software, and network connectivity.
- Provide guidance and support for common IT problems, including password resets, software installations, and printer issues.
- Escalate complex issues to 2nd or 3rd line support when necessary.
- Maintain accurate records of all client interactions and technical issues in the ticketing system.
- Assist in setting up and configuring new workstations, peripherals, and software applications.
- Keep up-to-date with the latest industry trends and technologies to provide effective support.
Requirements:
- Previous experience in a 1st line IT support role or similar.
- Strong understanding of Windows and Mac operating systems.
- Basic knowledge of networking principles and troubleshooting.
- Excellent problem-solving skills and attention to detail.
- Strong communication skills, both verbal and written.
- Ability to work independently and as part of a team.
- A customer-focused approach with a friendly and professional attitude
- Relevant IT certifications are a plus.
- Proficiency in the Microsoft ecosystem, including desktop and server environments, as well as Microsoft 365 and Azure platforms. Comfortable supporting end-users in these environments and experienced in basic network troubleshooting.
Benefits:
- Competitive salary and performance-based incentives.
- Comprehensive training and development opportunities.
- Flexible Working
- Extra Holiday Allowance
- Enhanced Company Pension Contributions
- Friendly and supportive work environment.
- Opportunities for career advancement within the company.
- Private Healthcare
- Private Life Insurance
- Cycle to Work Scheme
- Company-sponsored social events.
Work Environment:
Due to the nature of the work, which often involves direct interaction with hardware and clients, this is primarily an office-based position. Being present in the office allows for hands-on support and efficient resolution of technical issues that require physical intervention. However, we understand the need for flexibility and offer the option to occasionally work from home when the job allows. This ensures a balanced work environment that meets both professional and personal needs.
Location:
37 Shore, Waterview House, EH6 6QU
Commuting to and from our office is convenient, with excellent public transportation links. Numerous bus routes serve the area, ensuring easy access to other parts of Edinburgh. Additionally, the recently extended tram line reaches Leith and is less than a 5 minute walk to the door of the office, offering a smooth and efficient transit option connecting you directly to the city centre and beyond.
Hours:
Our standard working hours are Monday through Friday, from 9:00 AM to 5:00 PM, totalling 35 hours per week. While we primarily operate within these hours to meet client needs, there may be occasions where out-of-hours work is necessary to fulfil specific client requirements or project deadlines. We are committed to providing the highest level of service and support, even beyond regular working hours when needed.