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first line it support technician
Chichester | Full Time | 37.5 Hours
We are currently recruiting for a First Line IT Support Technician to join our IT Department at our Head Office, Chichester. This is an excellent opportunity for someone who is experienced in an IT Support/ Service Desk environment to provide high quality 1st line support to support in a customer focused role.
Principle Duties/Responsibilities
· To provide 1st line support to all Covers employees for business purposes only.
· Call logging of incidents, queries and requests received either via the telephone, email or in person.
· Initial response and first line resolution of Helpdesk Calls where possible, and escalation to 2nd/3rd line or 3rd party vendors where not possible.
· Configure and install new equipment.
· Creation of user accounts across all IT systems used within Covers for new starters, and deletion/disabling of accounts for leavers. Assist with onboarding of new users.
· Provide support for operating systems and applications.
· To support bespoke internal applications as well as dealing with 3rd party suppliers.
· Carrying out on-site repairs and modifications when required at all Covers branches.
· Maintain hardware (PC’s, Printers, Servers and related equipment - monitor, keyboard, mouse, hard drive, etc - and software setup/configuration documentation and IT audit records. Maintain user PCs, including upgrades and configuration as needed.
· Keep inventory of all equipment, software, and license users.
· Monitoring of daily tasks, such as backups, to ensure successful completion, and to notify, and fix/escalate upon failure.
Skills Required:
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1st line / Service Desk Support Experience
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Strong troubleshooting and diagnosis skills for users
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Good working knowledge of Servers, Networks, PC, laptop and printer hardware
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Competency in full MS Office suite
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Strong customer service focus
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Keen interest in IT and new technologies
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Enthusiastic to learn
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Excellent telephone manner with good interpersonal and communication skills
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Hardworking, flexible and reliable with a positive 'can do’ attitude
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Knowledge of the following would be desirable; ERP Systems, VoIP telephony, thin clients, remote desktops and VMWare
Hours of work are Monday to Friday from 07.30am to 16.30pm with a one hour break for lunch. You will also be required to be part of rota to provide out-of-hours support on Saturdays.