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Form of work
SalaryJob Title: IT Support Technician
Salary: £25,000 - £29,000 per annum
Location: Manchester
Working model: Depending but usually 70:30 onsite/remote
Role Overview:
The IT Support Technician will provide high-quality technical support at the 1st Line level to my client's customers, primarily in the field. This role involves collaborating within a core team of IT Support Technicians and assisting the customer-facing service desk as needed.
Main Duties:
-Provide 1st Line technical support to customers via phone, email, and in-person visits.
-Log support calls and ensure timely resolution according to service level agreements.
-Proactively meet service delivery targets and key performance indicators.
-Communicate effectively with stakeholders during site visits and technical support sessions.
-Monitor customer server estates and network backup services using remote tools.
-Perform proactive maintenance and routine checks on IT services.
-Collaborate with the IT team and provide guidance to first-line support staff.
-Offer ad-hoc on-site support as directed by the IT Support Manager.
-Create and maintain customer documentation.
-Encourage best practices and contribute to team performance improvement.
-Identify and report service improvement opportunities.
-Provide training to customers and colleagues for autonomous working.
-Actively promote company services and identify potential sales leads.
General Responsibilities:
-Pursue personal development to enhance job performance.
-Ensure compliance with company policies and procedures.
-Respond to complaints professionally and refer them to the appropriate channels.
-Perform duties aligned with the post's general responsibilities.
-Occasionally work flexibly to address urgent IT needs or emergencies.
Person Specification:
-Excellent communication and customer service skills.
-Strong time management and problem-solving abilities.
-Interest in learning about new and emerging technologies.
-Ability to take ownership of tasks and work independently or within a team.
-Proficiency in Microsoft Active Directory, Windows OS, server virtualization, networking principles, and backup concepts.
-Attention to detail and ability to prioritize tasks effectively.
Requirements:
-Demonstrable experience in a technical support role.
-Proficient in Microsoft Active Directory and Group Policy
-Proficient in Microsoft Windows operating systems up to and including Windows 11
-Practical application of server virtualisation (HyperV and/or vmWare)
-Practical application of Microsoft Server operating systems up to and including Server 2022
