1st Line Support IT Technician

Recruiter
RH Technology
Location
Newbury
Salary
£20k - £25k pa + pension + hol etc
Posted
25 Sep 2017
Closes
03 Nov 2017
Contract Type
Permanent
Hours
Full Time
IT Service Desk / First Line Support As the Service Desk Technician you will provide 1st line support to all users, offering the first point of contact for all technical IT issues. The Service Desk Technician will provide Level 1 triage, allocating Incidents that cannot be resolved by the Service Desk to second or third line support resources. The company is a global software company with 40 years of experience in delivering and supporting enterprise software solutions that help customers innovate faster with lower risk. Key Responsibilities include: - Act as a main point of contact for all internal users reporting or highlighting issues with systems or equipment, installs of basic applications and scripts. - React to monitoring tickets - Overall ownership and accountability of Incident tickets throughout its lifecycle - Ability to triage across all platforms within infrastructure which includes; Networks, Telephony, Data Centre, Applications and Desktop Support - Initial First Call Resolution (FCR) to Routine Incidents - e.g. password resets - Re-route incidents as necessary to the correct resolving agent first time providing supporting diagnosis / triage data - Be aware of pending Changes and the impact to either the environment, users in readiness to support escalations or end-user issues Desired Qualifications & Experience: - ITIL Foundation Certificate - Advantage - Operational experience / understanding across: - Knowledge of the end-to-end ITIL framework - 2-5 years of experience in working within a Service Desk environment - Ability to engage and partner with internal staff as required across all infrastructure platforms - Ability to work in a virtual team environment - Ability to identify problems and work to resolution as required - Ability to work in operational crisis situations - Knowledge of virtualisation technologies and the specific challenges they bring - Proven ability to operate in extremely high pressure situations and successfully handling multiple priorities with a high level of discipline while remaining flexible - Ability to work on own initiative, with a high degree of autonomy - Self-motivated and self-monitoring, continuously evaluating own work processes - Strong understanding of Windows OS, Linux (preferably SUSE) and the way in which applications interact - Strong understanding of Microsoft Office Suites - Strong understanding of Microsoft Desktop Operating Systems The company is a global software company with 40 years of experience in delivering and supporting enterprise software solutions that help customers innovate faster with lower risk. Initially the role is a 12 month fixed term contract however this is most likely to be extended or even go permitted. Based from offices in Newbury. Paying up to £25,000. Please apply or contact Nick House at Robert Half Technology for more information Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply.
This job was originally posted as www.jobsite.co.uk/job/959140559