Deskside Technician in Harrogate

Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service. This will be a diverse and challenging position. The overall goal is to ensure that all support requests and incidents are dealt with in a timely and professional manner. You will need to be proactive in your approach requiring you to deal with support queries over the phone, via email and face to face, as well as acting as a point of escalation with 3rd party resolver groups for problems that you can’t resolve.

Job responsibilities:

• Provide support that consistently meets or exceeds Customer expectations
• Identify, analyse, and repair product failures
• Order and replace parts as needed
• Support and maintain user account information including rights, security and systems groups
• Receive and resolve issues from Tiers 2 and 3 if eyes & hands are necessary to solve a hardware or software issue at location/onsite - in cooperation with the resolver group who transferred the issue, if necessary
• Provide troubleshooting and problem resolution support for all network devices
• Coordinate with third-party vendors to resolve hardware and software problems, as required
• Receive and resolve hardware or software related issues from Tiers 2 and 3 when break-fix is necessary to solve an issue at location/onsite
• Interface with hardware and software vendors for planning and problem resolution
• Interface with manufacturers and third-party vendors for technical assistance
• Execute the installation of PCs, peripherals and LAN-based equipment
• Assist with setting up security, file access and other administrative procedures associated with moves
• Move workstations, peripherals and telecommunications equipment, as required
• Order, receive and provide all required equipment, materials and third party vendor services to implement IMAC’s
• Install and set up equipment, cables, outlets and all other hardware required for implementing IMAC’s
• Test completed IMAC’s and verify acceptance by end user
• Document changes to inventory use and configuration
• AV and Conference support with software such as Webex, Skype for Business, Zoom etc.

Job Requirements:

• At least 5 years’ experience in onsite support
• An equivalent combination of education and related experience may also serve to meet these minimum requirements
• ITIL V3 Foundation Certification (recommended)
• Microsoft Operating System / Office Certification(s) will be an asset
• Advanced MS Office 365 skills
• Scripting, coding skill will be considered an advantage
• Able to solve simple hardware issues
• iOS, Android advanced user, Basic Networking skills
• Knowledge of Active Directory, permissions
• Team Player and Analytical Thinking
• Open and positive personality and ability to manage stress effectively
• Customer oriented (Service awareness) with good interpersonal and communication skills
• Able to adapt in a fast evolving technology environment and ability to learn
• Able to assume day to day responsibilities generating specific deliverables
• Relationship-builder, at ease with people and capable of quickly building trust
• Language skills: Proficiency in local language and a good level of English

What do we offer:

• AFB (Absence Free Bonus)
• Opportunities to gain experience and develop training programs
• Exposure to an international environment as part of a multicultural team spread across Europe
• Permanent Health Cover

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!