IT Support Technician

Hemmersbach UK Limited
London (Greater)
21 Nov 2017
03 Jan 2018
Contract Type
Full Time

The IT Support Technician will report to the Team Lead, for your region. The purpose of the role is to provide day to day 2nd level technical support and guidance to the business, ensuring timely resolution of support tickets in line with the service level agreements.

Job Responsibilities:

  • Carry out IT support within the region using both remote assistance, via the telephone or in person as required
  • PC hardware configuration and troubleshooting
  • To assist in local project implementation, such as technology refresh and rollouts
  • To maintain the Helpdesk incident logging system, recording appropriate information for the cause and resolution in order to identify common issues or recurring problems
  • Escalate support calls as prescribed by the escalation procedure and within the service level agreement
  • Provide support to the Service delivery manger, UK when required
  • Identify opportunities to improve service delivery processes to ensure productivity and quality is maximized
  • Adhere to ITIL best practices, and department & business policies
  • Travel between offices in the region will be required so a full, clean UK driving license is a pre-requisite

Knowledge, Experience and Skills

  • Minimum 2 years? experience in providing IT support
  • Windows Operating Systems ? All Current Versions
  • Windows Server Operation Systems ? All Current Versions
  • Microsoft Office ? All Current Versions
  • Active Directory Support
  • Microsoft Exchange
  • Microsoft Lync / Skype for Business management
  • PC hardware faultfinding, repair and maintenance
  • Microsoft SCCM
  • Autodesk Products
  • Bentley Products
  • Networking
  • Strong customer service skills
  • An analytical and systematic approach to problem solving
  • Creating and updating knowledgebase documentation
  • Good written and verbal communication skills with the ability to explain problems and solutions clearly to non-technical users
  • Confident in liaising at all levels across the business
  • Organizational and time management skills
  • Confident, positive and proactive attitude
  • The ability to think globally

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