IT Support Engineer (1st/2nd Line)
Company Overview
My client is a leading managed service provider of computer and telecom services to small and medium-sized businesses. Committed to outstanding customer service, they utilise corporate-grade systems and specialist support software.
Job Description
We are seeking a Support Desk Team Leader to join our dynamic support desk team at our office. The role involves both remote support and onsite visits to customer sites as needed. Key responsibilities include:
- Managing customer support requests and logging support tickets
- Responding to customer alerts from our monitoring system
- Providing 1st and 2nd line support over the phone
- Conducting onsite visits to resolve issues or assess requirements
- Promoting and selling service contracts, system upgrades, and other services beneficial to customers
- Ensuring the helpdesk is up-to-date and conducting daily ticket reviews
Responsibilities
- Report to the Technical Director
- Manage support tickets and customer interactions
- Ensure timely resolution of outstanding issues
- Meet promises and commitments, renegotiating as necessary
- Repair, track, and return faulty computer equipment
- Assemble and test new systems
- Clean and prepare equipment for return to customers
- Log activities in the support ticket database
- Provide realistic completion timescales to customers
- Investigate and report faults before undertaking repairs
- Offer technical and system usage advice
- Perform general administrative tasks
- Seek help and information when needed
Candidates should have technical knowledge and experience in the following areas:
- PC hardware fault finding and repair
- Microsoft Office 365 Technologies (SharePoint, OneDrive, Exchange)
- Microsoft Azure
- General PC and laptop troubleshooting
- Hardware and software experience, including peripherals and accessories
- Upgrading hardware, cloning drives, and data backup
- Installation, configuration, and maintenance of Microsoft Windows 10 & 11
- Microsoft Office (2016, 2019, Office 365 Apps)
- Network Fundamentals (TCP/IP, DHCP, DNS, VPN, Routing)
- Wireless networking maintenance and fault resolution
- ADSL/FTTC/FTTP/Leased Line/4G & 5G Broadband
- TCP/IP, Routers, VPN, Firewalls
- VoIP Phone technology
- Wi-Fi Systems
- Microsoft Windows Server 2016 and later
- Active Directory
- Apple Mac (desirable but not essential)
- At least 1 year of experience in an IT Support Role
The ideal candidate will be:
- Analytical and problem-solving oriented
- A confident communicator with a good telephone manner
- Self-motivated and eager to assist others
- Willing to learn and ambitious
- Well-presented, outgoing, and friendly
- Enthusiastic about technology
- Academically and experientially qualified in computing, with at least GCSE or NVQ level 2
- Holding an A-level in computing or higher, and possibly CompTIA or Microsoft Certified Professional qualifications
- Evidence of self-development and continuous learning
- Committed to delivering results with a sense of urgency
Package
- Free car parking
- Company pension
- Private healthcare and mental health support
- Company induction and training Salary: £28,000 per annum plus performance-related bonuses
Established in Didsbury, Connexa Technology Ltd is becoming one of the UK's fastest growing IT and Technology recruitment companies.
People. Technology. Connected.
Connexa Technology is acting as an Employment Agency in relation to this vacancy.