1ST / 2ND LINE IT SUPPORT TECHNICIAN

£25,000 – £29,000
Carrera UK are searching for an IT Support Technician to join our IT helpdesk team near Fareham, Hampshire. You will be using your skills in IT to provide 1st and the potential for some 2nd line support to our customers, assisting them with hardware and software problems, and working to improve their IT systems and security as a whole. Furthermore, you will be able to get involved with various customer projects such as upgrades, migrations and deployments.
Support will include installing, diagnosing, repairing, maintaining, and upgrading software, hardware, and IT infrastructure including PCs, printers, and networks. IT support technicians will troubleshoot IT, Telephony and Connectivity problems via remote access, over the phone, working through Tickets, Live Chat or in person at the customer’s site. You are to provide advanced solutions within appropriate SLAs, assisting the customer where required.
You will be expected to assist other members of the team, taking on jobs that have been escalated from other 1st Line Technicians, as well as understanding when to escalate more complex jobs to 2nd and 3rd Line Engineers.
You will be required to maintain a high level of communication with all clients that require support on any IT, Telephony and Connectivity issues, ensuring that all information affecting the use of their systems is correctly communicated. You will be confident, patient, and friendly when speaking with customers, and maintain a great customer relationship. Using your knowledge of business IT systems, you will be able to explain technical issues clearly so that others can understand (particularly those who may not be as technically advanced). You should be able to confidently offer excellent and prompt customer service, that represents the company professionally and courteously.
Ideal candidates will have completed Level 3 or higher apprenticeship in IT, with at least 1-2 years’ experience in an IT helpdesk role. As an experienced IT Support Technician, you will be able to use your expertise to bring new ideas to the company and use the latest technology to enhance our support to our customers. You will be enthusiastic to expand your skill set in an exciting, growing business, and take on anything technically challenging. We will encourage progression within the company and support you with the appropriate training and development.

DESIRABLE SOFT SKILLS:

• Minimum of 1-2 years’ experience in an IT helpdesk role
• Experience in managing customer relationships and providing excellent customer service
• Ability to work to, and meet service level agreements (SLAs)
• Ability to work both in a team and independently
• A full UK driving licence is required as there may be the requirement for site visits in a company vehicle

DESIRABLE TECHNICAL SKILLS:

• Advanced knowledge of Windows operating systems, basic networking operations and diagnosis of their issues
• Sound understanding of business operations and their IT configurations
• Excellent knowledge of hardware and computer-building
• Expert in Microsoft 365 products within a business environment
• Comprehensive knowledge of Microsoft Azure and 365 Services
• Vast experience in using VPNs, Remote Desktops, and other remote access tools
• In-depth understanding of routers and switches, as well as firewalls

EDUCATION:

• Completed apprenticeship in IT or equivalent qualification

— or —

• Degree in IT or equivalent qualification

EXPERIENCE (ESSENTIAL)

• Minimum of 1-2 years’ experience in IT helpdesk role

• Ability to resolve support issues within a pressurised environment
• Providing excellent customer service and being confident on the phone
• Taking responsibility for incoming IT support tickets until a satisfactory resolution is achieved.
• Recording jobs and their resolutions in sufficient detail in the ticketing system.
• Effectively communicating with customers about their IT issues and their resolutions.
• Diagnose and quickly resolve a wide range of Windows and networking problems to help minimise downtime.
• Installing, upgrading, supporting, and troubleshooting IT hardware including printers, desktops, and laptops.
• Troubleshooting communication between software and applications.
• Making improvements to external and internal IT systems to increase efficiency and security
• Escalating of complex issues to 2nd and 3rd line support technicians.