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.

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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.

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Skills Required:

• 1st line / Service Desk Support Experience

• Strong troubleshooting and diagnosis skills for users

• Good working knowledge of Servers, Networks, PC, laptop and printer hardware

• Competency in full MS Office suite

• Strong customer service focus

• Keen interest in IT and new technologies

• Enthusiastic to learn

• Excellent telephone manner with good interpersonal and communication skills

• Hardworking, flexible and reliable with a positive 'can do’ attitude

• 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.