IT Support Helpdesk Technician – Chichester
We are recruiting for an experienced 2nd line IT Support helpdesk Technician for our MSP client in Chichester. You will ideally have at least two years experience of working for a (MSP) Managed Service Provider and a strong set of IT skills.
Although Microsoft qualifications are beneficial they are not essential. MCSA, MCSE, MCP, VM Ware, Hyper V. This role will mostly based in the office, there will be the opportunity to develop into a field engineer.
Our client has an excellent reputation for customer service and client satisfaction and they are adding to their growing team based in Chichester.
They provide business to business IT support services and are proud to have an extensive client base throughout the southern counties alongside some national and international clients.
You will need to be self-motivated, as the role is fast paced and demanding, and as you will have the opportunity to work with a variety of IT support issues, you must be technically competent and possess the ability to plan, organise and multi task, you must also have a high degree of accuracy.
The role of the IT Support Technician is to deliver a professional and exceptional level of customer service to our varied and growing client base, each with individual network set-ups and software requirements. Acting as part of a fast moving, dynamic and technically capable team responding to first and second line support requests via telephone and email and via on-site visits whilst continuously meeting customer service satisfaction and service delivery demands.
Key Responsibilities and Main Duties:
Deliver a professional, friendly first-class customer service where clients are regularly kept informed, demonstrate the ability to communicate effectively both technically and non-technically as appropriate.
Maintain quality and accuracy throughout the service delivery.
Responsible for receiving, prioritising, documenting and actively resolving client issues within agreed time-scales.
Promptly respond to inbound support calls, log reported incidents via the helpdesk system, accurately record the client details, nature of incident and level of urgency.
Conduct analysis and implement fixes aiming to restore services to the client as soon as possible, ensure highest levels of communication with clients during and after resolution.
Accountable for personal ticket queue, updates and the completion of associated tasks, following the escalation policy.
Upgrade different types of hardware and software with minimal impact to the client, ensure effective communication with clients throughout the process.
Liaise with external suppliers, partners and third parties to resolve faults and repair of equipment.
Carry out site visits and on-site troubleshooting as and when required.
Commit to work through client issues from beginning to end, handover with effective notes and a detailed explanation of work undertaken.
Be willing to attend training as necessary to keep up to date with the latest technology.
Comply with relevant legislation, internal policies and procedures.
Undertaking other reasonable duties not specifically stated which from time to time are necessary, without altering the nature or level of responsibility.
As many of the following skills is preferred
Windows 7, Windows 8, Windows 10
Apple OSX Experience would be a benefit but not required
Working knowledge of desktop and notebook hardware and components
Windows Server 2008/2012/2012R2, SBS 2003/8/11, Active Directory Domain Services
DHCP, DNS, Group Policies
Server hardware knowledge
Strong Networking – including Broadband and Wi-Fi
MS SQL Server
Microsoft desktop OS, PC engineering
Office 365 Administration
Salary and Benefits:
The basic salary for this full time role is £24,000 to £28,000 per year, dependent on experience.