1st Line IT Support Technician

at  Comfy Quilts

ABOUT US: MADE IN MANCHESTER. COMFORT, QUALITY, CREATIVITY – THE COMMON THREAD!

• We are a dynamic and rapidly growing business, market leaders in a number of categories and proud to be one of the largest bedding suppliers in the UK, with an estimated 1 in 3 people sleeping on one of our pillows.
• Recent winners of the North West Family Business awards, you might not have heard of us, but you will no doubt have heard of the best-selling brands that we are proud licensed partners of, like Silentnight and Sealy.

WHAT ELSE DO YOU NEED TO KNOW?

• We’re a family business based in Manchester – 100% unique, we can’t be replaced or replicated, we have our own traditions and an inspiring entrepreneurial environment
• We’re very good at what we do – but we want to get even better
• We care – about our customers, about our people, about our brands – we do the right thing

POSITION OVERVIEW:

• We are seeking a skilled and customer- oriented 1st Line Support Technician to join our dynamic IT team.
• As a 1st Line IT Support Technician, you will be responsible for providing technical assistance and support to end-users, resolving software and hardware issues, and ensuring the smooth operation of our company’s IT systems
• The ideal candidate should have 1-2 years of experience in a similar role, possess excelled communication skills and have a strong technical aptitude.
• Any relevant IT certification will be considered a bonus.
• In addition, possessing a valid driving licence and having access to a car is essential for this role.

QUALIFICATIONS:

• 1-2 years of experience in an IT support role, providing technical assistance to end-users.
• Strong knowledge of Windows and/or Mac operating systems.
• Familiarity with Microsoft Office Suite, email clients, and other common business applications.
• Basic understanding of network protocols, TCP/IP, DNS, DHCP, and troubleshooting network connectivity issues.
• Solid understanding of computer hardware components and peripherals.
• Excellent problem-solving skills and the ability to think logically and analytically.
• Strong interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.
• Customer-oriented approach with a focus on delivering exceptional service.
• Ability to work both independently and collaboratively within a team.
• Any relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are considered a bonus.
• Past experience working in a warehouse, manufacturing, or e-commerce environment is highly desirable but not essential.
• Understanding of the unique IT challenges and requirements specific to warehouse, manufacturing, or e-commerce operations.
• Familiarity with inventory management systems, order processing systems, or warehouse management systems.
• Knowledge of barcode scanning devices, label printers, and other hardware commonly used in warehouse and manufacturing settings.
• Experience supporting specialized software or systems used in warehouse, manufacturing, or e-commerce operations (e.g., enterprise resource planning software, inventory control systems).
• Understanding of data security and privacy considerations in the context of warehouse, manufacturing, or e-commerce environments.
• Ability to work effectively in a fast-paced and dynamic environment, prioritizing tasks and managing multiple simultaneous requests.
• Knowledge of ITIL (Information Technology Infrastructure Library) or other IT service management frameworks.
• Possession of a valid driving license and access to a car.

• Provide first-line technical support to end-users via various communication channels, including in-person, phone, email, and remote assistance tools.
• Diagnose and troubleshoot software, hardware, and network-related issues reported by end-users, ensuring timely and effective resolution.
• Assist with the installation, configuration, and maintenance of computer systems, software, and peripherals.
• Collaborate with other members of the IT team to escalate complex issues that require further investigation or specialized expertise.
• Document all support activities, including issue descriptions, troubleshooting steps, and resolutions, in a comprehensive and accurate manner.
• Assist with the setup and maintenance of user accounts, permissions, and access rights across various systems and applications.
• Conduct regular hardware and software audits to ensure compliance with organizational standards and policies.
• Perform routine preventive maintenance tasks, such as system updates, patch management, and data backups.
• Provide user training and guidance on basic software and hardware usage.
• Stay up-to-date with the latest trends and developments in the IT industry to continuously enhance technical knowledge and skills.
• Contribute to the development and improvement of IT support processes and procedures.