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- Tasks: Provide 1st/2nd line support for hardware and software issues in a dynamic EPoS environment.
- Company: Join a forward-thinking company that values customer service and teamwork.
- Benefits: Enjoy BUPA, pension, and opportunities for career progression after probation.
- Why this job: Make a real difference by solving tech problems and helping customers thrive.
- Qualifications: 1-2 years in IT support, strong customer service skills, and tech-savvy.
- Other info: Work in a fast-paced environment with a chance to lead the helpdesk team.
The predicted salary is between 24000 - 36000 £ per year.
We now have an exciting opportunity for a Helpdesk technician to provide 1st/2nd line service desk support to our customers assisting them with hardware and software problems via phone, email and in person within the organisation's EPoS environment. This includes installing, diagnosing, repairing, maintaining and upgrading all software and hardware (including but not limited to PC, terminals and printers) to ensure optimal performance.
The technician will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate manner, and provide assistance where required. You will be required to maintain an effective level of communication with all clients that require support on any IT issues, ensuring that all information affecting the use of IT systems is correctly communicated throughout and relevant internal / external parties are kept informed of any issues that need escalating.
Offering excellent and prompt customer service and representing the company in a professional and courteous manner. You will be required to heavily investigate customer’s issues and provide diagnostics on a daily basis. Ensuring customer’s support issues are logged and recorded with a sufficient amount of detail.
- Ability to resolve support issues within a pressurised environment
- Taking ownership of support calls until a satisfactory resolution is reached
- Escalation of complex issues to 2nd and 3rd line support
- Manage work queues and prioritise calls, re-assigning work where and when necessary to ensure compliance with SLA’s
- Install, upgrade, support and troubleshoot in house EPoS Application
- Install, upgrade, support and troubleshoot in house back office application
- Diagnose and quickly resolve a wide range of EPoS, Windows, and networking problems to help minimize downtime
- Troubleshooting network connectivity in a LAN/WAN environment
- Install, upgrade, support and troubleshoot EPoS hardware such as printers, cash drawers, and line displays
- Troubleshoot communication between back office application and EPoS application
- Participation in on-call rota for weekend and bank holiday support.
Desirable Soft Skills:
- A minimum of 1-2 years experience in an IT support role is desirable
- A proven track record in managing customer relationships and providing excellent customer service in a customer delivery environment
- Ability to work to and meet deadlines
Desirable Technical Skills:
- Sound understanding of EPoS operations as well as business related processes and procedures
- Understanding of Server/Client setups
- Understanding of TCP/IP Networking principles for troubleshooting purpose
- Experience in using VNC and other remote access tools
- Excellent technical knowledge of PCs and desktop hardware
- Experience of Microsoft SQL Server
- Experience of all Windows Operating Systems
- Experience of Microsoft Services and Web Services
- Knowledge of routers and switches, as well as firewalls
- TCP/IP Experience
Fareham, Hampshire
37.5 Hours per week - Mon to Fri
Out of Hours Calls to be covered on a Rota system once competent
BUPA & Pension after successful probationary period.
Opportunity to progress to helpdesk team leader.
1st / 2nd Line Support Technician in Fareham employer: Datasym
Contact Detail:
Datasym Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st / 2nd Line Support Technician in Fareham
✨Tip Number 1
Get your tech skills sharp! Brush up on your knowledge of EPoS systems, Windows OS, and networking principles. The more confident you are in these areas, the better you'll perform during interviews and practical tests.
✨Tip Number 2
Practice your customer service skills! Role-play common support scenarios with a friend or family member. This will help you communicate effectively and show that you can handle pressure while keeping clients happy.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local tech meetups. Building relationships can give you insider info about the company culture and even lead to referrals.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team. Don’t forget to follow up after applying to keep your name fresh in their minds!
We think you need these skills to ace 1st / 2nd Line Support Technician in Fareham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, especially with EPoS systems. We want to see how your skills match the job description, so don’t be shy about showcasing your troubleshooting prowess!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about providing excellent customer service and how your previous roles have prepared you for this position. We love a good story!
Show Off Your Technical Skills: Don’t forget to mention any specific technical skills you have that relate to the role, like experience with Windows OS or networking principles. We’re looking for someone who can hit the ground running, so let us know what you bring to the table!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Datasym
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around EPoS systems, Windows OS, and networking principles. Be ready to discuss your experience with troubleshooting hardware and software issues, as well as any specific tools you've used like VNC.
✨Show Off Your Customer Service Skills
Since this role is all about helping customers, be prepared to share examples of how you've provided excellent customer service in the past. Think of situations where you resolved issues under pressure and how you communicated effectively with clients.
✨Practice Problem-Solving Scenarios
Expect to face some hypothetical troubleshooting scenarios during the interview. Practise explaining your thought process for diagnosing and resolving common IT issues, as this will demonstrate your analytical skills and ability to think on your feet.
✨Be Ready to Discuss Teamwork
Collaboration is key in support roles. Prepare to talk about how you've worked with others in a team setting, especially when it comes to escalating issues or managing work queues. Highlight your ability to communicate clearly and keep everyone informed.