At a Glance
- Tasks: Provide top-notch tech support for users, troubleshooting hardware and software issues.
- Company: Join a leading tech firm with a focus on cybersecurity and user support.
- Benefits: Competitive pay, health benefits, and opportunities for professional growth.
- Other info: Work overnight shifts in a dynamic environment with career advancement potential.
- Why this job: Make a difference by supporting users and enhancing their tech experience.
- Qualifications: Experience in IT support and a passion for problem-solving required.
The predicted salary is between 30000 - 40000 £ per year.
Position: Computer User Support Specialist
Location: Norfolk, 100% on-site
Shift hours: 11:20pm - 7:50am (Overnight shift)
Clearance: Top Secret (with SCI eligibility)
CompTIA Security+ required
Job Description
The Computer User Support Specialist shall work to provide Tier II and III user support for Network and System assets. They will be responsible to:
- Provide desktop support and service desk operations, including troubleshooting hardware and software issues across Windows and macOS platforms.
- Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
- Utilize remote support tools such as Remote Desktop Protocol (RDP) and System Center Configuration Manager (SCCM) to resolve technical issues.
- Operate and manage ticketing systems (e.g., ServiceNow, BMC Remedy, Jira) for incident tracking, resolution, and escalation.
- Perform user account management within Active Directory, including user provisioning, group policy administration, and access control configuration.
- Demonstrate awareness of cybersecurity best practices and adherence to data handling, access control, endpoint security, and incident reporting procedures.
- Maintain compliance with role-based access control (RBAC) and acceptable use policies.
- Exhibit strong written and verbal communication, effective customer service, and problem-solving skills in high-pressure environments.
- Participate in or support shift-based or on-call operational schedules, as required.
- Support remote and hybrid workforce environments with an understanding of service-level agreements (SLAs) and ITIL practices.
Qualifications
Minimum of two (2) to four (4) years of relevant experience for Tier II support roles, or four (4) or more years of experience for Tier III roles in advanced support functions such as system access management, endpoint administration, or incident response.
KSAs include:
- Basic networking knowledge to diagnose and resolve connectivity issues involving TCP/IP, DNS, DHCP, and VPN technologies.
Education
Associate Degree in Information Technology, Computer Science, or a related field. A Bachelor's degree in Information Technology or a closely related discipline is preferred.
Certifications
Active Security+ CE or higher. Recommended certifications: CompTIA A+, ITIL v4 Foundation, and Microsoft 365 Fundamentals or Azure Fundamentals.
Help Desk Technician - Overnight - Top Secret in Cornholme employer: Professional Software Engineering, Inc. (PROSOFT)
As a leading employer in the tech support sector, we offer our Help Desk Technicians a dynamic work environment in Norfolk, where teamwork and innovation thrive. Our commitment to employee growth is evident through ongoing training opportunities and support for professional certifications, ensuring that you can advance your career while contributing to critical projects. With a focus on cybersecurity and compliance, we foster a culture of excellence and integrity, making this an ideal place for those seeking meaningful and rewarding employment.
Contact Details:
Professional Software Engineering, Inc. (PROSOFT) Recruitment Team
