Job Description
The Role
The successful candidate will provide excellent customer service and high quality technical support. They must be well organised, self-motivated, punctual, and flexible in their approach to work. He or she must also be able to prioritise a variable workload and know when to escalate a problem appropriately. They will be required to communicate effectively with pressurised users at all levels, often whilst under pressure themselves. Whilst demonstrating that they are an excellent team player the candidate will have a solid background working within a busy team.
The position provides exposure to a broad range of IT-related projects and activities, including the additional responsibility of assisting the Management Team with maintaining the high levels of customer service our clients have become accustomed to. As part of the team you will also have the opportunity to help improve the company’s systems, procedures and knowledge base by contributing and collaborating.
Duties and Responsibilities
· Diagnosing and resolving technical issues on your own and as part of a team
· Assist with troubleshooting and resolving infrastructure issues
· Handling escalated calls from first/second line members
· Handling first line support calls/emails, as required, to assist in busy periods / when covering leave.
· Provide support to customers via telephone, email and remote control
· To take ownership of customer tickets and be proactive when dealing with their issues
· To ensure all requests meet or exceed contractual SLAs
· Monitoring alarms in Nagios & Check_MK, actioning as required
· Confident, clear and professional telephone manner
· Log calls via the helpdesk software, keeping tickets up-to-date
· Excellent written and verbal communication skills
· Keeping documentation up-to-date
· Liaising with 3rd parties and suppliers
· Following and improving processes and procedures
· Carrying out daily checks on infrastructure systems.
· Be a lead for project implementation, both internal and client-based projects, arranging resource to complete projects during and out of office hours as required.
· Building strong working relationships and regularly liaising with stakeholders to obtain necessary support for IT projects.
· Handling first line support calls/emails, as required, to assist in busy periods / when covering leave.
The Company
The IT3 Helpdesk is a strong team of personnel covering IT Administrators and 1st and 2nd Line Support Analysts. The company is based in both West Sussex and Powys, South Wales and is responsible for the provision of IT services and support to over 1,500 end users across the UK. IT3 has a broad technical portfolio used to offer bespoke and innovative solutions to suit the needs of its customers.
The Individual
As a 2nd Line Analyst, you will have a keen desire to provide the very best customer service and support. You will have excellent communication skills and be able to build a rapport with both clients and your colleagues.
You will need to know when to escalate problems where necessary to Management or third party suppliers. You will need to manage the undertaking of small to medium-sized IT projects as instructed by the Management Team. You will need to perform work out of hours as required.
The ideal candidate will have a minimum of five years’ experience from the background of an IT Managed Service Provider on a busy support desk.
It is essential to have a passion for technology and provide outstanding customer service.
Technical Skills
· Strong knowledge of Microsoft Windows 11/10/8/7 and basic knowledge of Mac OS X
· Strong knowledge of Microsoft Office 365/2021/2019/2016
· Good knowledge of Microsoft Windows server 2022/2019/2016/2012/2008
· Good knowledge of Remote Desktop Services (RDS)
· Broad Knowledge of Printers
· Knowledge of Exchange 2008-2016 / Microsoft 365 (Office 365) Administration
· Knowledge of Apple iOS (iPad and iPhone)/Android
· Knowledge and understanding of TCP/IP, DNS, DHCP, Active Directory
· Knowledge of IT Infrastructure, Servers, Networks, Firewalls
· Experience of working with VMWare and Proxmox
· Experience of VoIP technologies (knowledge of the SIP protocol useful but not essential)
· Beneficial but not essential, knowledge of accounting packages
· Beneficial but not essential, knowledge of legal case management packages
· Beneficial but not essential, knowledge of website development in Joomla and/or Wordpress
Personal Qualities
· A strong desire and focus on continued improvements and personal development
· A technical mind-set is essential
· Two to four years in a second line technical support role
· Two years of experience within an IT Managed Service Provider
· Driven to achieve team goals
· To continually strive to improve overall company effectiveness
· Strong communicator
· Excellent problem solving skills
· Proven ability to work under pressure and with other people
· Strong time management and self-motivation skills
· A lateral thinker
· Keeping up to date with current industry trends and emerging technologies and best practices
This job description indicates the general nature and level of work performed within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. You will also be expected to undertake duties which may not be listed on this job description as directed by your line manager which will be deemed as reasonable within the scope of the role.
Job Type: Full-time
Salary: £29,000.00-£40,000.00 per year
Benefits:
- Additional leave
- Company pension
- Work from home
Schedule:
Experience:
- IT Help Desk: 1 year (preferred)
Work Location: Remote
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