1st/2nd Line IT Support Technician

Moneypenny Recruitment
Birmingham, UK
30 Aug 2019
09 Sep 2019
Contract Type
Full Time
1st/2nd Line IT Support Technician


Monday to Friday 9am- 5:30pm

£18,000 - £22,000 per annum

Company Benefits -
  • Unlimited holidays
  • Company progression
  • Accredited Training - Fully funded

Due to expansion, my client is looking to recruit a 1st/2nd Line IT Support Technician to join a fantastic company based in Birmingham. The ideal candidate would possess a high level of customer service and ideally have experience working within a helpdesk environment. You will report directly to the Managing Director & will be responsible for answering all support queries from customers and troubleshooting problems from 1st to 2nd line IT issues. Pragmatic problem-solving skills are essential for this role. This is a full-time permanent position, which offers company progression & development, including accredited training courses.

This is a superb role for the right candidate.

The key responsibilities of the role include but are not limited to:
  • Troubleshoot desktop/server and network problems
  • Diagnose and solve hardware/software incidents and problems
  • Incident and problem management via our IT helpdesk
  • Contribute to policies, procedures, processes and knowledgebase articles both internally and for our customers
  • Onboard new customers on our suite of managed service tools
  • Work to SLA thresholds for incident(s), request(s) and problem(s)
  • Prioritise and manage several open cases and projects at any one time
  • Establishing good working relationships internally and with customers
  • Keep up to date with advancements in the technology sector
  • Regular reviews of internal and 3rd party antivirus, patches and system monitoring
  • Supporting customers on both hardware and software applications
  • Administering backups and restores using our backup and disaster recovery tools
  • Administering internal and customer Active Directory policies, where required

Experience / knowledge
  • Experience within IT service delivery
  • Exceptional customer service
  • Willingness to travel to company sites (car required - Essential)
  • Knowledge and experience of Windows, Mac and Linux operating systems
  • Experience with Active Directory and Group Policy administration
  • Pragmatic troubleshooting and problem-solving skills
  • Network trouble-shooting, TCP/IP and general WAN/LAN knowledge and trouble-shooting experience
  • High standard of incident and problem management
  • Past experience using helpdesk applications
  • iOS and Android experience
  • cPanel and WHM experience

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