Information Technology Help Desk Technician

Company

Exciting opportunity to join a growing IT service provider, predominantly working with clients based in the Architecture, Construction and Design industries.

Job Description

Working as part of our IT Support Team in providing technical support to our clients you will handle incoming tickets via email and telephone. Providing Help Desk support through our assist platform and ensuring all issues and resolutions are logged. The role requires the individual to have the willingness to want to aid and learn in supporting all aspects of the IT service. Our clients work in varied ways and therefore, this role requires an individual who can easily adapt. Requires strong communication, time management and problem solving skills. At least 2 years experience in a similar role.

Main Responsibilities

• Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
• Logging all issues and resolutions in the ticket system
• Provide our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with basic remote troubleshooting
• Management of endpoint devices through our RMM (Remote Monitoring & Management tool
• Assist in documenting procedures and knowledge base articles
• Review regularly scheduled/automated actions as indicated by our Processes
• Installation, configure and troubleshoot hardware, software, network equipment, printers and phones
• Ability to travel to client sites on an ad hoc basis
• Follow the schedule provided by the Helpdesk Manager and Directors
• Follow Standard Operating Procedures (SOPs) for daily / weekly / Monthly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively

Required

Communication and Organisation

• Maintaining high-level of customer service when communicating with clients
• Communicate to the client the status of their ticket every step of the way
• Strong Communication skills, both written and orally
• Ability to work on support issues independently and escalate when necessary
• Seeing tasks or issues through to resolution

Technical Skills

• Good understanding of computer hardware and operating systems, both PC and Mac
• Basic knowledge of networking and routing protocols
• Experience in basic administration of Windows Servers, Active Directory and Filesystems
• Good knowledge of Office/Microsoft 365 and other email platforms
• Must be able to type quickly and accurately while talking on the phone

Personal Skills

• At least 2-3 years’ experience in similar role
• A desire to deliver an amazing Client Experience
• Friendly and Approachable
• Able to work independently and as part of a team
• Time and priority management
• Security and risk conscious
• Positive attitude to all issues and willingness to help
• A love of (and ability to) Solve Problems & Challenges

Nice to have

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Experience and knowledge of working with the Microsoft 365 Platform
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
• Experience with planned updates and software installs
• Experience of working with architectural or design software is a bonus