IT Technical Specialist

Adam Phones Limited
London (Greater)
13 Mar 2018
11 Apr 2018
Contract Type
Full Time

The role is based in West London and with a salary of up to £25,500 to start (rising to £27,500 after completion of training and passing of relevant exams) in addition a non-contractual annual bonus (£5,000 in 2017) and other benefits.


The IT Technical Specialist’s role is to help maintain a helpdesk facility Providing top class customer service to both external clients and internal staff with telecoms and or IT related issues, in a calm efficient, effective manner.

The ideal candidate will have:

A smart appearance with a passion for technology and an eagerness to learn and expand their knowledge. Good written and interpersonal communication skills are essential as well as attention to detail. Ability to present ideas in user-friendly language. Ability to absorb and retain information quickly. Able to self-manage assigned tasks and responsibilities and work effectively within a high pressure Team environment. A good flexible work ethic.

Knowledge or possession of any of the following is desirable:

·Exposure to iOS, Android, BlackBerry and Windows mobile operating systems

·Any knowledge of computer, mobile and telephone based hardware.

·Experience of Microsoft Office 2010-2016 and Windows 7-10.

·Knowledge of basic networking protocols

·Relevant qualifications such as Microsoft, Cisco, or HP.

·A degree in Information Technology or Computer Science.

·Experience working with any Telecommunication systems or services.

·Experience working in a collaborative team environment.

·Customer service experience both in person and on the phone.

Daily Duties

·Field incoming 1st level helpdesk requests from both clients and staff via telephone, email or in person.

·Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

·Apply diagnostic utilities to aid in troubleshooting.

·Communicate with third party service providers to raise issues.

·Identify and learn appropriate software and hardware used and supported by the organization.

·Test fixes to ensure problem has been adequately resolved.

·Manage ongoing cases, both external and internal by chasing up providers for updates

·Clearly communicate solutions and updates to affected users, either via email, or in person.

·Perform post-resolution follow-ups to help requests.

·Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.

·Assist in troubleshooting any returned mobile devices.

·Prioritise, schedule and escalate problems to 2nd level engineer.

·Action service provider planned maintenance notifications to affected clients.

·Update loan and hire mobile devices to the latest versions of software.

·Perform related duties consistent with the scope and intent of the position, for examples Facilities duties.

Work Conditions

·Sitting for extended periods of time.

·Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

·Lifting and transporting of moderately heavy objects, such as computers and peripherals.

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