You will be responsible for providing both first and second-line support to our users. In this role, you will handle a broad range of technical issues, from initial user contact to more complex problems that require deeper investigation. You will work closely with the IT team to ensure timely resolution of incidents, service requests, and support continuous improvement of IT services., * First-Line Support:
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Act as the first point of contact for all IT-related issues and service requests.
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Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
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Log, prioritize, and track incidents and service requests in the Manage Engine ticketing system.
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Provide remote support and guide users through troubleshooting steps
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Ensure a high level of customer service, maintaining clear and timely communication with users.
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Second-Line Support:
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Manage and resolve more complex or escalated issues that cannot be handled by first[1]line support.
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Provide advanced troubleshooting for desktops, laptops, mobile devices, and peripheral equipment.
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Administer user accounts, permissions, and access rights using tools like Active Directory.
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Collaborate with infrastructure and application support teams to resolve deeper technical issues.
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Escalate unresolved incidents to third-line support or external vendors as necessary, providing detailed documentation.
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Problem Management:
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Identify recurring issues and perform root cause analysis to recommend and implement long-term solutions
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Document solutions to common problems and share knowledge with the broader IT team.
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User Communication:
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Keep users informed of the status of their requests and the steps being taken to resolve them.
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Develop and update user guides and knowledge base articles to assist in self-service troubleshooting.
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Collaboration:
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Work closely with IT colleagues and other departments to ensure seamless IT service delivery.
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Participate in team meetings and contribute to service improvement initiatives.
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Coach less senior members of the team
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Minimum of 2-3 years of experience in IT support, with exposure to both first and second-line responsibilities.
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Technical Skills:
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Proficiency in supporting Windows operating systems.
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Experience with Microsoft Office 365, Active Directory, and basic networking (e.g., TCP/IP, DNS, VPN).
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Familiarity with IT service management (ITSM) tools like Manage Engine or Jira.
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Experience with remote support tools and practices.
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Problem-Solving:
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Strong analytical skills with the ability to troubleshoot and resolve a wide range of technical issues.
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Experience in problem management and implementing long-term solutions.
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Communication:
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Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
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Strong customer service skills, with a focus on user satisfaction.
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Certifications:
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Relevant IT certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation are a plus.
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Car scheme
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Employee discount, We firmly believe that our people are our most valuable asset. We value the commitment they make to the business which is why we are continually working to provide a market leading rewards and benefits package.
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Competitive salaries with clear bonus structures in place
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Car allowance (remove if not applicable for role)
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Annual salary reviews every April
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28 days holiday (including bank holidays). We also reward Team Members with the chance to earn extra holiday days based on length of service with the company as a way of showing our appreciation for their loyalty
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Eligibility to join our Electric Vehicle Scheme
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Financial Wellbeing is an important part of taking care of your mental health. With that in mind all our Team Members have access to our financial wellbeing portal provided by Salary Finance. This includes: Personalised loans, advances and share schemes.
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Peace of mind that if the worst should happen, GSF will look after your loved ones with our Life Assurance scheme which pays out a tax-free lump sum equivalent to *2 x your annual salary
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Perks at Work – access to Discounts from 100’s of household names including Asda, Nike & John Lewis
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Health & wellbeing tools
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Access to our Accelerate programme, where you will be able to gain qualifications that are nationally recognised.
Contact Detail:
GSFGroup Recruiting Team
