1st Line IT Support Technician
We are currently looking for a proactive and organized 1st Line IT Support Technician to join our team. In this role, you will be the first point of contact for our employees, specifically supporting our fast-paced Call Centre operations. For key tasks training will be provided.
You will play a key role in maintaining our IT infrastructure, managing user requests, and ensuring our hardware inventory is accurate. This role is office-based due to the requirement of handling physical hardware assets.
Key Responsibilities:
- Ticket Management: Acting as the first point of contact for IT issues, logging and resolving tickets via Freshdesk. You will ensure tickets are prioritized correctly according to business impact (SLA).
- User Lifecycle Management: Handling the full onboarding and offboarding process, including account creation in Active Directory, assigning Office 365 licenses, and setting up permissions.
- Asset Management: Maintaining a strict inventory of IT hardware (laptops, mobiles, docking stations) and managing stock levels.
- Hardware Configuration: Preparing, configuring, and deploying laptops; installing Windows operating systems and drivers.
- IT Administration: Providing basic administration for Active Directory.
- Hybrid Cloud Support: Assisting with the administration of our hybrid environment, including on-premise domains and Microsoft Entra ID
Requirements:
- Networking Knowledge: Basic understanding of networking fundamentals: IP addressing, Ports, MAC addresses, DHCP, DNS, Firewalls, and Switches.
- M365 & Admin Skills: Creating users, assigning licenses and basic Windows Server administration.
- Technical Skills: Experience with Windows 10/11 troubleshooting and installation.
- Soft Skills: Excellent communication skills, patience with non-technical users, and a problem-solving attitude.