IT Support Technician

Ash Employment Services Ltd
Rochester, UK
14 Jun 2019
27 Jun 2019
Contract Type
Full Time
IT Support Technician

Our client, based on the Medway City Estate in Rochester, Kent is an award winning fin-tech start-up and is now in an exciting and rapid paced stage of growth. They have developed the world's first self-service coin currency exchange kiosk which will dominate the way money exchange is transacted. They are a world leader in the design and manufacture of automated foreign exchange kiosks. Their kiosks can accept a vast amount of different currencies including currencies which are now out of circulation and turn these into pounds, euros or US dollars. With leading edge technology, they aim to have global presence within the next couple of years. With contracts already signed with TfL, Westfield and Virgin Rail, they will shortly be dominating money exchange transactions within the rail network in the UK. Further plans for the European and overseas markets are presently being negotiated.

This company is very exciting, young, innovative and expansive - getting in on the ground floor would provide an exciting opportunity for you to be one of the initial team.

We currently have a great opportunity for reliable IT Support Technician to join our team.

Job Description:

Under general supervision, provide technical hardware, software, and connectivity problem resolution to all kiosks, computers and users by diagnosing and walking users through step-by-step solutions in a call centre environment; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist engineers and technicians; troubleshoot printer problems; work with next level support to resolve complex issues; conduct hardware and software maintenance and reporting as needed; and perform related work as required. Travel required as needed.


The IT Support Technician fields all Helpdesk calls from customers, staff and creates the initial service ticket of the request or problem; resolves all first level end-user problems over the phone or with remote management tools; escalates all Tier 2 problems to the next level of support for guidance and direction.

Monitors kiosks for preventative maintenance, escalating issues to field teams or tier 2-3 support

Primary Responsibilities:

Primary responsibilities are descriptive and not restrictive in nature.

Identifies, diagnoses, and resolves first level problems for kiosks in a centre environment and communicates solutions to end-users effectively.

Provides one-on-one end-user problem resolution over the phone for customers, field technicians or end users, hardware, software and connectivity.

Sets up, and assists in the configuration of kiosks, end-user PC desktop hardware, software and peripherals, both onsite and remotely.

Diagnoses and resolves end-user network or local printer problems, PC hardware problem using remote tools

Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.

Performs minor desktop hardware repair for PC/Kiosk computer equipment and peripherals that are not covered by third-party vendor maintenance agreements as needed.

Acts as remote hands for engineering staff onsite as needed.

Assists in creating materials for end-user frequently asked questions (FAQs) and procedural knowledgebase articles.

Provides assistance to Tier 2 staff with problem research and documentation.


Ability To:

Deliver technical customer support and support to field staff over the phone or with remote monitoring tools; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between first and second level end-user problems; identify, evaluate and solve end-user workstation problems; support and train end-users in a wide range of software applications as needed; read, understand and apply complex technical information; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population.

Knowledge Of:

Desktop operating systems, various software applications and basic hardware for the workstations and laptops; principles and theories of network systems and management; Internet technologies and products; understanding of change control procedures; basic understanding of electrical safety procedure.


1 year providing end-user phone support for current PC desktop and application software OR 3 years installing, upgrading, troubleshooting and repairing personal computers in a network environment.

Special Requirements:

Must be able to sit for prolonged periods of time in front of a computer. Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50lbs. unassisted), bending, standing, climbing or walking. Must have access to a reliable vehicle and valid driver's license.


·Sound computer literacy

·Strong communication skills

·Excellent customer relationship skills

·Willing to work after hours shift hours

·Have a smartphone

·Willing to undergo a 5-day training exercise at our Kent based factory

·Valid and clean UK vehicle licence

·Three-month probation period

·Can Do Attitude

As we continue to grow our portfolio into new markets, you will have the opportunity to travel and career progression for the right candidates is defined and achievable.

Hours: 5 various days per week covering various shifts per week on a day rotation working either 7am - 4pm or 10am - 7pm

Salary: £(phone number removed) P/A depending on experience

(Ash Employment Services Ltd. is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity)

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