Seeking a 1st and 2nd line experienced Helpdesk Engineer/IT Support Analyst to join a friendly and professional IT Support, Services and Solutions business - providing technology solutions from the major global brands (including Microsoft, HP, and Cisco. Expanding again, this outstanding employer, voted 'Best Outsourcing Company of the Year', are now looking for additional team members to look after an expanding client list.
Annual salary of c£32,000 per annum, pension and flexible benefits (gym, parking etc). Working hours are 08:00-16:30, 09:00-17:30 and 09:30-18:00. Hybrid home and office working is available, with occasional client site visits.
As a Helpdesk Engineer/IT Support Analyst, your responsibilities will include:
Being the first point of contact for clients to provide 1st and 2nd line technical support.
Answering calls and responding to emails in a friendly and proficient manner.
Giving empathetic and proactive support to users of varying skill levels and industry backgrounds, using the appropriate tech/non tech language, remotely over the telephone.
Updating and progressing outstanding incidents and providing regular feedback of call status to the client.
Call prioritisation and escalation of incidents and problems.
Keeping incident records and client configuration data up to date.
Occasional visits to client sites may be necessary.
We are looking for a Helpdesk Engineer/IT Support Analyst who has the following skills and experiences:
Excellent level of experience of Windows 10 and Office365 technologies (Exchange Online, SharePoint, OneDrive, Teams).
Experience of Windows Server 2016/2019, including Active Directory, File Permissions, DHCP/DNS services, Backup & Recovery and Group Policy.
Experience of Networking (Switches & Access Points) and Internet Connectivity solutions (Routers and Firewalls).
Mobile Device experience is desirable - e.g., iPhone, Android.
Proven IT Support experience including diagnosing, repairing, and solving hardware, software, server and network related issues at 1st and 2nd line.
Proven remote assistance using an industry standard Incident Management Toolset.
Proven experience in a customer contact/facing role and excellent customer service & communication skills.
Ability to explain information in a professional manner to clients of differing levels of technical knowledge.
A good understanding of incident management, problem management, change and configuration management.
Understanding of customer SLAs and KPIs.
Able to quickly learn in a fast-paced environment and demonstrate a genuine interest in new technologies.
Ability to work and remain calm under pressure.
An Industry standard qualification e.g., Microsoft and Cisco (desirable).
To apply for this role as Helpdesk Engineer/IT Support Analyst, please click apply online and upload a copy of your CV.