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- Tasks: Provide first-level IT support and resolve user issues via the ServiceNow ticketing system.
- Company: Join a dynamic team in a brand new, state-of-the-art office in Theale, UK.
- Benefits: Enjoy a 6-month contract with opportunities for growth and development.
- Why this job: Be part of a customer-focused environment that values problem-solving and teamwork.
- Qualifications: Experience in IT support, strong troubleshooting skills, and knowledge of Microsoft systems required.
- Other info: Fluent English is essential; you'll work with diverse cultures across multiple countries.
The predicted salary is between 30000 - 42000 £ per year.
Our client is looking to recruit a dynamic, passionate and proactive customer-focused L1.5 Service Desk Support Technician to join their ServiceNow team at their brand new, state of the art office in Theale, UK, situated close to Reading.
Key Responsibilities and Skills:
- Provide first-level IT technical support and problem resolution to all end-users with software, hardware and application problems via the ServiceNow ticketing system.
- Lifecycle ticket management, ensuring all tickets are dealt with and closed out or escalated to second-level support in a timely and professional manner.
- Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
- Maintain communications with customers throughout the problem resolution process.
Essential Skills and Attributes:
- Experience in an IT support or a similar technical role, with a strong background in system, network, and application support.
- Experience with ServiceNow or similar IT ticketing systems.
- Experience in customer-focused environments, providing high-quality technical support.
- Ability to explain technical concepts to non-technical users.
- Follow Security procedures and keep a vigilant eye for Cyber Security issues.
- Excellent knowledge of service desk processes and functions in support of end-user computing needs.
- Strong knowledge of troubleshooting Windows Desktop (10 & 11).
- Strong knowledge and hands-on experience of Enterprise Hybrid environments: on-prem + Microsoft Azure.
- Strong knowledge of current Microsoft 365 (inc. Office 365) desktop operating system and application software – certification preferred but not essential (MS-100/101/102).
- Demonstrated knowledge of personal computer hardware configuration and setup.
- Understanding of basic Networking and troubleshooting.
- Basic understanding of IP addresses, DNS and what makes up an IT network.
- Diagnosing internet connection issues, WiFi issues.
- Experience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory).
- Cloud Platform experience, including 3rd party SaaS.
- Experience with Video Conferencing and telephony systems.
- First-class customer service and communication skills; will be working with end users in multiple countries, with different cultures and occasional language complexities (fluent English written and verbal is required for this role).
- Problem-solving and troubleshooting abilities.
- A professional "can-do" attitude and a positive, enthusiastic approach.
- Ability to work independently and as part of a team.
IT Support Technician employer: First Recruitment Group
Contact Detail:
First Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Technician
✨Tip Number 1
Familiarise yourself with ServiceNow and other IT ticketing systems. Since this role heavily relies on managing tickets, having a solid understanding of how these systems work will give you an edge during the interview.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for Windows Desktop environments and Microsoft 365 applications. Being able to demonstrate your problem-solving abilities in real-time scenarios can impress the hiring team.
✨Tip Number 3
Showcase your customer service experience. This role requires excellent communication skills, so be prepared to discuss how you've successfully handled customer interactions and resolved issues in previous positions.
✨Tip Number 4
Research the company culture and values. Understanding the environment you'll be working in can help you tailor your responses during interviews and show that you're a good fit for their team.
We think you need these skills to ace IT Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly with ServiceNow or similar ticketing systems. Emphasise your customer service skills and any technical knowledge related to Windows Desktop, Microsoft 365, and networking.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT support and your proactive approach to problem-solving. Mention specific examples of how you've successfully resolved technical issues in previous roles and your ability to communicate effectively with non-technical users.
Highlight Relevant Skills: In your application, clearly list the essential skills mentioned in the job description, such as troubleshooting abilities, knowledge of enterprise hybrid environments, and experience with cloud platforms. Use bullet points for clarity.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in an IT support role.
How to prepare for a job interview at First Recruitment Group
✨Showcase Your Technical Skills
Be prepared to discuss your experience with IT support, especially in areas like Windows Desktop troubleshooting and ServiceNow. Highlight specific examples where you've resolved technical issues effectively.
✨Demonstrate Customer Service Excellence
Since this role is customer-focused, share instances where you've provided exceptional support. Emphasise your ability to communicate technical concepts clearly to non-technical users.
✨Familiarise Yourself with the Company’s Tools
Research the tools and technologies used by the company, particularly ServiceNow and Microsoft 365. Being knowledgeable about these systems will show your proactive approach and readiness for the role.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific technical problems. Practice articulating your thought process and problem-solving strategies, as this will demonstrate your analytical skills.
