At a Glance
- Tasks: Provide top-notch IT support and maintain systems both remotely and on-site.
- Company: Join one of the UK's fastest-growing tech companies with a vibrant culture.
- Benefits: Enjoy a competitive salary, share equity, and unique perks like birthday days off.
- Other info: Flexible working hours and opportunities for professional growth await you!
- Why this job: Make a real difference in tech while developing your skills in a supportive environment.
- Qualifications: Experience in 2nd/3rd line ICT support and excellent customer service skills required.
The predicted salary is between 30000 - 35000 € per year.
Location: Plymouth
Salary: £30,000 - £35,000 per annum
Job Type: Full-time, Permanent
Working Hours: Monday to Friday - 9am to 5.30pm (flexible hours between 8am - 6pm) - Weekend 'On-Call' Rota
We are one of the fastest-growing Tech Companies in the UK, providing IT, Cybersecurity and Communications technology to small & medium businesses across the country.
About The Role
We are seeking an enthusiastic and customer-focused individual with previous experience in the ICT sector, ideally within a 2nd Line IT Helpdesk or IT Delivery role that includes face-to-face, on-site support. The successful candidate will be responsible for troubleshooting, supporting, and maintaining IT systems both remotely and on customer sites. This role is primarily office-based, with regular site visits to partner premises when issues require hands-on intervention. A company vehicle will be provided for on-site work.
Key Responsibilities
- Respond to user enquiries and provide technical support through various channels such as phone, email, chat and on-site face-to-face.
- Resolve problems by applying known solutions or escalating more complex issues to higher-level support.
- Attend partner sites to diagnose and repair services when needed, including ticket escalations, maintenance tasks (PC rebuild, fault diagnosis, PC repair) and installations/setup of small projects works (laptop delivery/setup, PC upgrades, firewall swap, etc).
- Perform routine maintenance on hardware, software, and networks to ensure optimal performance.
- Investigate and monitor all related Telecoms, ICT, network, workstation, laptop and application performance issues.
- Create and maintain detailed records of user requests and reported issues in a ticketing system.
- Install and configure software applications and operating systems.
- Prioritise and categorise tickets based on urgency and impact.
- Create documentation and knowledge base articles to assist users in resolving common issues.
- Ensure all open cases are updated with relevant information and customers are regularly updated.
- Provide excellent customer service by communicating effectively and professionally with end-users.
- Stay updated on industry trends, new technologies and best practices through ongoing training and professional development.
What We're Looking For
- A 2nd/3rd line ICT background with service desk experience preferred.
- Comfortable supporting partners remotely and on-site.
- Solid customer service experience with excellent verbal and written communication skills.
- Enjoys working as part of a team.
- Comfortable using CRMs and documentation solutions.
- Full UK driving licence.
Benefits
- Competitive salary of £30,000 - £35,000 per annum (experience depending).
- EMI Share Equity Scheme.
- Day off for your birthday.
- Day off for life milestones such as weddings, moving house, child's first day at school, or religious holidays.
- Give back day to support your chosen charity.
- Savings on gym memberships, shopping and other discounts through Perkbox.
- Social events and team building opportunities.
- Opportunities for professional growth and development.
Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance, so candidates must already reside in the UK.
Candidates with the experience or relevant job titles of 2nd Line Technical Support, 1 Line IT Technician, Field IT Support Engineer, Field IT Service Engineer, IT Support Technician, 2nd Line Support Engineer, Service Desk Technician, Service Desk Support, IT Customer Service Technician, IT Support, Desktop Support, Experienced IT Support and IT Systems Support may be considered for this role.
IT Helpdesk and Field Maintenance Engineer in Plymouth employer: Free-Work UK
Join one of the fastest-growing tech companies in the UK, where we prioritise a vibrant work culture that fosters collaboration and innovation. As an IT Helpdesk and Field Maintenance Engineer in Plymouth, you'll enjoy competitive salaries, flexible working hours, and unique benefits like a day off for your birthday and life milestones, alongside opportunities for professional growth and development. Our commitment to employee well-being and community engagement makes us an exceptional employer for those seeking meaningful and rewarding careers in technology.
StudySmarter Expert Advice🤫
We think this is how you could land IT Helpdesk and Field Maintenance Engineer in Plymouth
✨Tip Number 1
Network like a pro! Attend local tech meetups or industry events in Plymouth. It's a great way to meet potential employers and get your name out there. Plus, you never know who might be looking for someone with your skills!
✨Tip Number 2
Don’t underestimate the power of social media. Use platforms like LinkedIn to showcase your experience and connect with hiring managers. Engage with posts related to IT support and share your insights to stand out from the crowd.
✨Tip Number 3
Prepare for interviews by practising common IT support scenarios. Think about how you’d troubleshoot specific issues or handle difficult customer interactions. This will help you feel more confident and ready to impress during the interview.
✨Tip Number 4
Apply through our website! We’re always on the lookout for passionate individuals like you. Make sure to tailor your application to highlight your customer service skills and technical expertise, as these are key for the role.
We think you need these skills to ace IT Helpdesk and Field Maintenance Engineer in Plymouth
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in the ICT sector, especially any 2nd Line IT Helpdesk roles. We want to see how your skills match what we're looking for, so don’t be shy about showcasing your relevant experience!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to express your enthusiasm for the role and how you can contribute to our team. We love seeing candidates who are genuinely excited about joining us at StudySmarter.
Show Off Your Customer Service Skills:Since this role is all about providing excellent customer support, make sure to highlight any previous customer service experience. We want to know how you’ve handled tricky situations and kept users happy!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us that you’re keen on joining our awesome team!
How to prepare for a job interview at Free-Work UK
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around 2nd line support and common troubleshooting techniques. Be ready to discuss specific scenarios where you've successfully resolved issues, as this will show your practical experience.
✨Show Off Your Customer Service Skills
Since this role is all about providing excellent customer service, prepare examples of how you've handled difficult situations with users in the past. Highlight your communication skills and how you ensure users feel supported and valued.
✨Familiarise Yourself with the Company
Do a bit of research on the company’s services and values. Understanding their approach to IT, Cybersecurity, and Communications technology will help you tailor your answers and demonstrate your enthusiasm for the role.
✨Prepare Questions to Ask
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, ongoing training opportunities, and what success looks like in this role. This shows you're genuinely interested and helps you assess if it's the right fit for you.
