'Recruiting for your future success'
Our client's primary objective is to become "The IT Company you don't need to call" by ensuring their clients are exceptionally happy. The role of the IT Support Consultant is crucial in achieving this goal.
IT Support Consultant
£25k - £30k DOE | Mon-Fri 8:45-5:15 | Start-up/Working Closely with MD | Working alongside existing Technician/Dealing with 2nd Line Enquiries/Client Contact | Personable Individual/Technically Minded | Fresh/Human Approach to IT | Microsoft 365 | Azure | PSA/RMM |
The IT support Consultant handles IT support tickets from clients, performs proactive tasks to ensure the smooth running their technologies, and applies best practises to IT delivery.
The role is working for a growing start-up outsourced IT consultancy who are looking for someone who really prides themselves on nurturing their clients and providing the best service possible.
Duties (include but are not limited to):
- Work on and resolve escalated Helpdesk Tickets
- Delight clients with a friendly, quick and helpful experience
- Provide the client with advanced remote troubleshooting
- Remote Hardware Maintenance and Support
- Monitor IT systems regularly
- Advise clients on best practices through consultation.
- Complete IT deployment projects for clients.
Use of our client's PSA system
- Use the Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Managing and recording all work though the Ticketing System
- Make sure that Client Documentation is well-maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets aren't "stale" throughout the process
Using our client's RMM System
- Review RMM dashboard and apply remediation actions as indicated by internal Processes
- Review regularly scheduled/automated actions as indicated by internal Processes
Communicating with the Team & Clients
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Identify, Communicate, and Mitigate potential risks to the Team and Clients
- Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
- Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively
- Undertake other duties as required by the Managing Director
Person Specification:
- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills, founded in being a good listener
- Advanced understanding of support tools, techniques, and how technology is used to provide services
- Advanced understanding of Microsoft 365 as the primary client platform
- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
- Must be able to type quickly and accurately while talking on the phone
- A deep desire to deliver an amazing Client Experience
- Advanced knowledge of IT Applications, Software & Hardware
- The ability to speak both Geek and human
- A deep desire to deliver an amazing Client Experience
- Full UK Drivers license
- The ability to keep up with & adapt to the fast-paced IT world
Nice to Have:
- Experience using a Ticketing system / RMM Tool and PSA software
- Experience providing support via remote tools
- Experience handling Technical Service Tickets
- Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
- For someone looking to progress their role as we grow as an organisation.
Driving License required: Yes
LIGHTHOUSE PERSONNEL LTD ARE A RECRUITMENT AGENCY WORKING ON BEHALF OF A CLIENT.
PLEASE NOTE WE RECEIVE A LARGE NUMBER OF APPLICATIONS PER VACANCY AND UNFORTUNATELY CANNOT RESPOND TO ALL APPLICANTS. THEREFORE, IF YOU HAVE NOT HEARD FROM US WITHIN A MONTH FROM APPLICATION DATE, IT IS LIKELY THAT YOU HAVE BEEN UNSUCCESSFUL.
If you have been successful, we will contact you by the phone and begin taking you through our step by step recruitment process, doing our utmost to ensure the role is right for you, ascertaining your suitability in the process. This process will all be explained on initial contact.