IT Support

Recruiter
Itc Service Limited
Location
Hebburn
Posted
02 Nov 2017
Closes
15 Nov 2017
Contract Type
Permanent
Hours
Full Time

IT Support

Location: Hebburn

Salary: Negotiable

ITC Service Ltd is a high paced, rapidly expanding company, becoming one of the North East's leading IT Support providers. Based in Hebburn we are ideally placed to offer our expert support to companies throughout the North East.

Unique in that we offer unlimited IT support, we are flexible to the needs of the businesses we work with. We pride ourselves in being the friendly face of IT, having the knowledge and expertise to take the stress out of your business IT whilst you concentrate on what you do best.

We make it a priority to understand the business needs of each of our clients who are from a diverse range of sectors, which enables us to form strong working partnerships and is reflected in our 98% customer retention rate.

Roles on offer:

We're looking for several IT support engineers with a strong technical background and solid experience in technical support. The roles include 1st, 2nd and 3rd line support, each role will be responsible for investigating a wide range of technical issues.

The successful candidates should be driven individuals, that enjoys problem solving and taking control of situations to emphasize technical solutions whilst putting our customer needs first.

IT Helpdesk Technician:

  • Front line service desk agent, providing professional support via telephone and email as first point of contact for our client base.
  • Use of analytical skills to investigate and resolve incidents.
  • Use of remote support and systems administration toolsets.
  • Adherence to Service Level Agreements (SLA) and Key Performance Indicators.
  • Escalating more complex enquiries to Second and Third line support and communicating progress to the customer.
  • Providing a high level of customer service through excellent verbal and written communication.

Skills/Experience

  • Good understanding of general IT
  • Microsoft desktop operating systems, Windows 8 and 10, supporting Microsoft Office applications, including Office 365
  • Awareness of troubleshooting various hardware faults remotely
  • Excellent customer service and telephony skills

2nd Line Support:

  • Support the Service Desk to provide professional support via telephone, email and other channels where required.
  • Diagnose and fix critical IT issues, where incidents have been escalated from first line
  • Liaise direct with customers regarding technical issues
  • Identify reoccurring technical faults and recommendations to the escalations manager
  • Technically assist the junior technical teams
  • Attend various sites to troubleshoot and carry out installations, including project and infrastructure work.
  • Server and network support

Skills/Experience

IT Helpdesk Technician including:

  • Microsoft Windows Server 2008, 2012 and an awareness of 2016
  • Knowledge of troubleshooting server and network issues
  • Experience with troubleshooting remotely and face to face
  • Knowledge and experience of backups including Windows Server and Altaro
  • Troubleshooting in depth user issue, escalated from the IT Helpdesk
  • Office 365 administration
  • Knowledge of IP Telephony
  • Microsoft Certified Professional

3rd Line Support:

  • Project management, including design, install and implementation
  • Diagnose and fix critical IT issues.
  • Liaise direct with customers regarding technical issues
  • Identify reoccurring technical faults and recommendations to the escalations manager
  • Technically assist the junior technical teams
  • Attend various sites to troubleshoot and carry out installations

Skills/Experience

Experience to include 2nd line support as well as:

  • Project management
  • Troubleshooting exchange issue
  • Troubleshooting in depth user and server issues escalated from the 2nd line technicians
  • Excellent documentation skills
  • Having the ability to react to major incidents, including diagnosis and fix
  • Virtualisation technologies including Hyper V or VMWare (desirable)
  • Microsoft Certified Qualification

This job was originally posted as www.jobsite.co.uk/job/959332946