IT Support Technician
- Recruiter
- Recruitment Genius
- Location
- Leeds
- Salary
- £20000 - £25000 per annum
- Posted
- 09 Jan 2019
- Closes
- 06 Feb 2019
- Ref
- 00090645
- Contact
- Recruitment Genius Ltd
- Sector
- Technology & New Media
- Function
- IT
- Job Level
- Experienced (non manager)
- Contract Type
- Permanent
- Hours
- Full Time

Objectives:
- Provide first point of contact to customers both remotely and on-site for infrastructure support
- Work as part of a team to deliver IT Support following ITIL guidelines
- Ensure customers are provided with quality support and work on project teams as required
Key Responsibilities:
- To provide 1st and 2nd line technical support to customers, answering support queries via phone and email in a professional manner
- Ensure that requests for assistance are properly logged, assigned and responded to in a timely manner in accordance with agreed guidelines and procedures
- Respond to escalated, complex and high impact customer calls in a timely way, ensuring that escalation procedures are adhered to
- Achieve excellent customer service relationships, both internal and external, by the confident use of good communication techniques
- Implement suitable fixes and work-around solutions to analysed problems, monitoring progress and keeping customers informed
- Update Service Desk help-tickets and knowledge base with analysis findings and results
- Visit customer sites as and when required to facilitate problem resolution
- Maintain client confidence and protect their operations by keeping information confidential
- On-going proactively identify any area of improvement to improve performance, resilience or functionality to customer infrastructures
- Carry out regular housekeeping activities
- Preventative maintenance through system monitoring
- Attend training to develop relevant knowledge and skills
Essential:
- 2 Years' experience of Desktop support (Microsoft OS and Applications)
- Experience of Microsoft Windows Server and Active Directory
- Good working knowledge of Microsoft Office and Office 365
- Basic knowledge of networking technologies
- Effective analytical and problem determination skills
- Strong verbal and written communication skills
- Ability to work on own initiative, to deadlines and under pressure
- Accuracy and attention to detail
- Car Owner with full driving license
Desirable:
- Basic PC based hardware engineering
- Microsoft Certifications
- Exposure to Virtualization technologies
- Awareness of security technologies