IT Support Technician

Industrious Recruitment Limited
Milton Keynes
14 Apr 2018
16 May 2018
Contract Type
Full Time

My client is seeking a IT Support Technician to work in their busy Milton Keynes office.

Main Purpose of Role

To provide first line helpdesk support to clients - assisting them with hardware and software problems via phone and email; Visit client sites to assist other technical staff; assist with the purchase of client equipment.

Key Accountabilities
• To provide 1st line technical support; answering support queries via phone and email;
• To support the service desk where needed with end user support requests;
• To maintain a high degree of customer service for all support queries and adhere to all service management principles;
• To take ownership of user problems including problems where the service desk has not handled the request correctly and be pro-active when dealing with user issues;
• To maintain a log of any software or hardware problems detected;
• To support users in the use of computer equipment by providing necessary training and advice;
• To escalate more complex problems to the IT Support Manager for resolution;
• To notify relevant staff / service provider to arrange for external technical support where problems cannot be resolved in house;
• To carry out any other duties which may reasonably be expected/requested
• To be available for training as and when required
Other Technical support required
• To carry out daily client systems checks, reporting to IT support Manager where necessary;
• Pre-build PCs ready for assignment to a user;
• Carry out in-house system testing where necessary;
• To be responsible for in-house system back-ups
• Problems that look to exceed 2 days must be escalated to the IT Support Manager

Job Environment
• Office based (you may be required to go other sites as the business requires)
• Warehouse/factory based

Work Pattern
• Monday to Friday – 37.5 hours per week between the hours of 8am and 6pm (flexibility required to meet demands of role);
• Very occasional out of hours (project based activity, normally planned)
Education & Qualifications
• Educated to a good standard of general education with minimum grades A – C in Maths and English;
• A level or equivalent in ICT desirable

Skills, Knowledge and Experience
• Minimum of 1 years’ experience in a busy office environment;
• Previous Helpdesk (telephone support) experience essential;
• Excellent customer service skills and telephone manner;
• Ability to carry out specific tasks with minimum of supervision;
• Strong working knowledge of Microsoft based operating systems with emphasis on Windows 7, and Server 2003 / 2008;
• Some TCP/IP experience;
• Basic understanding of PC hardware set-up and configuration;
• Hands on’ flexible approach with a willingness to learn;
• Understanding of Health and Safety Legislation applicable to role;
• The ability to lift and carry IT equipment safely with good manual handling techniques.

Person Specification
• A team player with a willingness to assist colleagues;
• Flexible ‘can do’ attitude;
• Ability to work to deadlines and follow instruction;
• Hard working and dedicated;
• Motivated and enthusiastic with a desire to learn;
• High customer focus;
• EU/UK Full driving licence essential.

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