Helpdesk Agent

EOS IT Solutions are looking for a competent Helpdesk agent to provide prompt and useful technical assistance to our customers. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Helpdesk agent must have good technical knowledge and be able to communicate effectively to understand the problem and achieve a resolution.

The role:

· Providing first-line contact to clients via phone, email, remote access, and site visits.

· Diagnosing and supporting clients’ technical issues with their IT infrastructure including hardware, software, network, and internet connectivity.

· Work within ticketing system to track, monitor and report issues on client systems using RMM tools.

· Setup and manage O365 tenants, users and mailboxes.

· Work with Active Directory/Azure AD to manage user accounts, permissions etc.

· Deal with product licensing and customer agreements.

· Maintaining relevant system documentation.

· Provide technical advice and 1 to 1 end user training.

· Supporting development of helpdesk services.

· Various other duties as required.

· Working Hours 9:00 – 5:30 Monday to Friday (optional shift work)

· Office Location – Moss Road office

You:

· Passionate about technology, a team player with strong interpersonal skills

· Preferably 2+ years recent previous experience in helpdesk or relevant IT support role

· Experience of Office 365 and recent Windows Desktop operating systems

· Basic understanding of TCP/IP Networking Protocols

· Basic understanding of Virtualisation

· Full UK driving licence (travel to clients’ sites may be required in N.I.)

Job Type: Full-time

Pay: From £23,500.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Free parking

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Banbridge: reliably commute or plan to relocate before starting work (preferred)

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 1 year (preferred)
• Technical support: 2 years (preferred)

Work Location: In person

Expected start date: 17/06/2024