1St Line Support Technician

1st Line IT Support Technician, Hybrid
£23,000 plus benefits including, regular salary increases, funded training, up to 31 days holiday (plus BH), a local government pension scheme, a proven career path and lots more
Bristol, BS14

Keywords: IT Support, 1st Line,  IT Technician, IT Engineer, Service Desk, Helpdesk, SLA, Education, School, Academy, Pupil, Audio Visual, AV, PC, Desktop, Hardware, Software. Hybrid / WFH.

My client is a well-established organisation whose aim is to provide ‘exceptional education at the heart of the community’. Due to expansion, they are looking for a personable, 1st Line IT Support Technician with a fantastic telephone manner, to join their team on a permanent basis.

As a 1st Line Support Technician, you will be responsible for providing 1st Line hardware and software support, incident management, call logging, asset management, general IT administrative and other IT facility services as part of a busy Service Desk within the IT Services Department which supports over 35,000 users at multiple sites across the UK.

It is expected you will work in the office for 2/3 days per week, the rest remotely / WFH. The working hours are 8am – 4pm but you will also perform a late shift of 11.30am – 7.30pm (only once every 3-4 weeks - the late shift is always performed completely remotely).

Further training is provided and there is a proven career path within this organisation along with excellent benefits including extensive funded training, rising holiday (up to 31 days per year plus bank holidays), a local government pension scheme and lots more!

1st  Line IT Support Technician – Duties:

• To provide first line service desk support to customers, assisting them with hardware and software problems via the phone, email or logged tickets, resolving issues within SLA’s.
• To initially provide as much 1st Line Support over the phone or at the point of desk that your experience will allow, gathering all relevant information before escalating to a more experienced 1st Line Support person or the 2nd Line Support team.
• Logging calls with 3rd party vendors and liaising with suppliers.
• Management of own incident call queue (i.e., call routing, call updating, and call resolution) using call manager system, in line with the set SLA and KPi targets.
• Administration of user accounts, reset passwords, assign permissions and manage group policies using Active Directory.
• Administration of the Cisco Telephony system currently Cisco Call Manager and Zeacom.
• Managing Email Accounts through Exchange Management.
• Supporting users across all sites in the UK and troubleshooting PC’s and laptops using Windows 10 and MS Office 365 and Apple devices.
• Supporting users face to face and over the phone using remote access tools.
• Installing software, configuring PC's and laptops, and basic troubleshooting.
• Patching in users to the network and telephone system.
• Creating and imaging laptops and PCs using WDS (Windows Deployment Services) with the latest company image of technologies such as Windows 10 and Office 365.
• Creating VLAN’s within the group on networking equipment.
• Configuring mobile equipment such as iPads, iPhones using JAMF MDM.
• Basic printer maintenance and troubleshooting hardware such as printers, scanners, laptops and PC’s. 

1st Line IT Support Technician – Requirements:

• Experience in a similar (1st Line / Helpdesk / Service Desk) role, or relevant IT qualifications such as an IT Apprenticeship.
• Good working knowledge of Microsoft Windows 10, Microsoft Office 365 and Office Applications. 
• Good understanding of computer hardware and troubleshooting hardware problems.
• Excellent verbal and written communication skills.
• Excellent customer facing skills.
• Excellent telephone manner.

In return, my client offers the chance to play a key role in a national, growing organisation within the education sector. My client is a registered charity and makes a difference to lives across the UK. They offer a supportive working environment, a proven career path and benefits including extensive funded training, rising holiday (up to 31 days per year plus bank holidays), a local government pension scheme and lots more!

Sound interesting and something you would love to be part of? Apply today!