IT Support Technician - Field

£20000 - £25000 per annum
27 Jul 2017
24 Aug 2017
Recruitment Genius Ltd
Contract Type
Full Time
Infrastructure Support Technician
Based at client sites in Leeds, Wetherby and Skipton, West Yorkshire

Join a dynamic and growing IT business as an Infrastructure Support Technician.

- Provide first point of contact to their customers both remotely and on-site for infrastructure support
- Work as part of a team to deliver IT Support issues to our customer database under the guidelines of ITIL
- Ensure customers are provided with quality support and participate in assigned project deliverables as required

Key Responsibilities
- To provide 1st and 2nd line technical support to customers, answering support queries via phone and email in a professional manner
- Ensure that requests for assistance are properly logged, assigned and responded to in a timely manner in accordance with agreed guidelines and procedures
- Respond to escalated, complex and high impact customer calls in a timely way, ensuring that escalation procedures are adhered to
- Achieve excellent customer service relationships, both internal and external, by the confident use of good communication techniques
- Implement suitable fixes and work-around solutions to analysed problems, monitoring progress and keeping customers informed
- Update Service Desk help-tickets and knowledge-base with analysis findings and results
- Visit customer sites as and when required to facilitate problem resolution
- Maintain client confidence and protect their operations by keeping information confidential
- On-going proactively identify any area of improvement to improve performance, resilience or functionality to customer infrastructures
- Carry out regular housekeeping activities
- Preventative maintenance through system monitoring
- Attend training to develop relevant knowledge and skills

Skills and Expertise
- 2 Years experience of Desktop support (Microsoft OS & Applications)
- Experience of Microsoft Windows Server and Active Directory
- Good working knowledge of Microsoft Office and 365
- Good working knowledge of networking technologies
- Effective analytical and problem determination skills
- Effective verbal and written communication skills
- Ability to work on own initiative, to deadlines and under pressure
- Accuracy and attention to detail
- Car Owner with full driving license

- Experience of Microsoft SQL Server
- Experience of IBM Domino and Notes
- Good knowledge of networking technologies, switch & router configuration and IP addressing schemes
- Basic PC based hardware engineering
- Microsoft Certifications (MCSE, MCP)
- Working knowledge of Virtualization technologies
- Awareness of security (e.g Firewall) technologies

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