At a Glance
- Tasks: Provide top-notch tech support for desktops, laptops, and peripherals while troubleshooting issues.
- Company: Join a dynamic IT team focused on delivering exceptional service.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Fast-paced environment with chances to work on exciting projects and events.
- Why this job: Be the hero who solves tech problems and supports users every day.
- Qualifications: Experience in desktop management and strong communication skills required.
The predicted salary is between 40000 - 56000 £ per year.
Job Description
- 7+ years of experience in Desktop Management - Infrastructure Services (IS)
- Provide break/fix support for desktops, laptops, and peripherals
- Re-image devices and reinstall/configure applications as needed
- Troubleshoot Windows OS, hardware, and enterprise applications
- Coordinate with third-party vendors for escalations and hardware replacements
- Document issues and resolutions in the IT service management system (Service Now, Remedy, etc.)
- Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.
- Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues.
- PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform user's existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer.
- Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc.
- Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
- Excellent understanding of Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations
- Provide onsite and remote technical assistance to End Users.
- Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
- Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB/KEDB and SOPs)
- Coordinate with vendors for provision of end-user support (e. g., Hardware Vendor technicians for warranty repair/replacement)
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
- Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
- Good understanding of O365 and related support activities
- Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall
- Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool
- Experience of working within SLAs and ITIL processes
- Effective written and verbal communication skills
- Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.
L2 Tech Support in Norwich employer: 5 Star Recruitment
As the Head of Revenues & Benefits, you will join a forward-thinking council that prioritises employee development and fosters a culture of continuous improvement. Located in a vibrant community, we offer a supportive work environment where collaboration and innovation are encouraged, ensuring that your contributions directly impact the lives of residents. With opportunities for professional growth and a commitment to customer-centric service, this role is perfect for those looking to make a meaningful difference while advancing their career.
StudySmarter Expert Advice🤫
We think this is how you could land L2 Tech Support in Norwich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 5 Star Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 5 Star Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace L2 Tech Support in Norwich
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 5 Star Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at 5 Star Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 5 Star Recruitment!
How to prepare for a job interview at 5 Star Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
