JOB SUMMARY

We are seeking a skilled and enthusiastic IT Helpdesk 1st Line member to join our team. This is an exciting opportunity to join a fun and friendly technology company providing support for various IT Systems. In this role, you will be responsible for providing technical support to our clients and resolving IT-related issues in a timely and efficient manner. The 1st line IT Engineer will join the team responsible for all incidents on the Helpdesk and will be the first point of contact for telephone/email communications. The ideal candidate will have excellent problem-solving skills, be customer service-oriented, be open to learning new process, understanding new technologies and have experience in a similar role.

REQUIREMENTS

· Understanding of Microsoft Office Suite, Windows or Mac OS.
· Knowledge of network concepts such as TCP/IP, DNS, DHCP, etc.
· at least 2 years experience with remote desktop support tools.
· Excellent telephone manner along with friendly customer service skills.
· Excellent problem-solving and communication skills.
· Good written and verbal communication and literacy skills.
· Ability to prioritise workload while remaining organised and on-task.
· To work independently and prioritise tasks in a fast-paced environment.
· Punctual and well presented.
· Ability to speak confidently on the telephone, diffuse stressful situations and reassure
clients at all levels.

EDUCATION

GCSE - 5 A*-C or equivalent
A Level/ Btech/ Level 3 apprenticeship in relevant studies
Degree - Preferable.

· Provide first class customer service to all our customers.
· Log all support requests as service tickets while speaking with customers.
· Responding to IT support requests via phone or email and providing timely resolutions.
· Troubleshooting and resolving hardware and software issues for desktops, laptops,
printers, and macs.
· Helping to configure and deploy hardware and software.
· Assisting with network and server maintenance tasks.
· Managing user accounts, permissions, and passwords.
· Managing software updates.
· Communicating technical information to non-technical users in a clear and concise
manner.
· Maintaining accurate documentation of support tickets, resolutions, and user
information.
· Collaborating with other members of the IT team to improve processes and procedures.