It Support Technician

In our client's Calne office, you’ll be mostly office based with occasional on-site visits required. You will take ownership of the reported problem and liaise with our engineers and 3rd party suppliers to resolve issues promptly and effectively. Our client is looking for people with experience in a range of IT roles, who can apply themselves to thrive in our fast-paced environment providing SMEs, individuals and MSP clients with IT Support. You’ll need to understand IT support and have a desire to support clients to ensure 100% customer satisfaction.

You will enjoy meeting other people and building good working relationships with our clients both face to face and by telephone, delivering service to a high standard. You will spend half of your time onsite with clients and half of your time in the office, so if your comfort zone is being behind your desk, this role may not be for you!

Day-to-day duties will include using your technical expertise in resolving complex issues and liaising with computer users to troubleshoot and resolve problems, along with analysing data to spot and fix issues behind the scenes. You will be helping with installation or upgrading of systems and equipment.

Working hours are 8.30am to 5pm Monday to Friday, however some flexibility is required on occasions such as where installations are undertaken outside of working hours to minimise disruption to clients.

You will have previous experience in IT support of a minimum of 3 years at a managed service provider, with a strong customer service background. You will have experience or knowledge of most of the following:

• Microsoft Office 365 (passwords, users, groups, permissions)
• Desktop support / Mac Support experience (beneficial)
• Installing/Configuring and Supporting Microsoft Windows 10
• Understand VLANS, Wifi and Networking
• Active Directory Administration (passwords, users, groups, permissions)
• Azure Active Directory
• Knowledge of server operating system and network architecture (DNS, DHCP, TCP/IP)
• Experience of NinjaRMM and Halo PS would be an advantage

You will have good Maths and English skills (shown by Level 2 qualification or above). Qualifications in IT support or Microsoft Certified Professional accreditations are desirable but not essential: we are more interested in your practical experience in the workplace and your customer focus. Due to the geographical spread of our clients and regular business travel, you will need a driving licence.

Responsibilities will include:

• Answering telephone calls made to the IT helpdesk. Whenever possible providing solutions over the telephone or via remote support.
• Supporting Windows & Apple devices, hardware and software
• Providing IT support quickly and efficiently. Keeping clients informed of any problems that may delay the provision of a solution
• Windows 10 and above / Microsoft Office 2013 and newer (Including Microsoft 365/Azure)
• Outlook / Exchange / Apple Mail
• Ensuring all users can use IT equipment and if necessary, provide training
• Installation of programs and customising of software to suit a client’s needs / Setting up, configuring and installing IT hardware, including PCs, printers, scanners, mobile devices, and any other relevant equipment
• Hardware diagnosis and repair of client and premises IT equipment.
• Assisting with cPanel and DNS management for clients

Essential Skills:

• Experience of the configurations, set-up and day-to-day operations of a broad range of current hardware devices – PCs, laptops, netbooks, printers and other peripherals is desirable
• Good understanding of current Windows O/S and iOS
• Attention to detail.
• Good problem-solving skills
• 3+ years of experience in computer networks and systems maintenance.
• Excellent customer service skills

Ideal Qualifications:

• CompTIA A+/N
• ITIL

Apply today and you could enjoy:

• Salary: £30,000 + depending on experience
• Full time position – 37.5 hours p/week
• Paid for Ongoing Training optional

Note: Please note, there will be a 25-question technical exam to test your skill set level.