IT Support Technician
IT Support Technician
Hunslet, Leeds (On-site)
Up to £27,000
Your new role
I am currently recruiting for an IT Support Technician to join my clients existing team at their Head Office in south Leeds. This role is ideal for an IT Support engineer with 1 to 2 years' experience in desktop support, network and storage infrastructure, looking to develop their first- and second-line support skills.
Responsibilities
To provide technical hands-on support, answering support queries either in person or via phone or ITSM system.
To maintain a high degree of customer service for all support queries.
To take ownership of user problems and be proactive when dealing with user issues whether raised directly or via escalation from another team member.
To log all calls on the ITSM system and maintain full documentation.
Respond to enquiries from clients and help them resolve any hardware or software problems.
Support users in the use of Computer equipment by providing necessary training and advice.
Work as part of the IT Support team and any other operational/project teams as requested by the IT Project & Support Team Lead.
Manage workloads and notify the IT Project & Support Team Lead when KPI/Targets are going to be breached.
To allocate more complex service issues to the relevant IT Support team member.
Raise any security concerns to the IT Project & Support Team Lead.
Maintain reports and logs in line with departmental policy.
Managing IT Stock - Laptops, Desktops, Toner, Accessories & peripherals and keeping asset registers up to date.
Setting up and configuring new laptops, desktops & mobile devices.
Installing authorised software to laptops, desktops & mobile devices.
Configure/maintain computer systems, networks and peripherals as instructed.
Experience needed
Windows desktop support and administration
Basic troubleshooting of Desktops, Laptops, Printers, Mobile Phones.
Active Directory user account creations, password resets and group management.
Office 365 User account creations, group management, licence management
Exceptional Customer Service skills
Confidence in dealing with users of varying levels both face to face and over the phone.
Experience working within IT service delivery. Either at an MSP or providing internal IT Support.
Excellent troubleshooting and problem-solving skills.
Excellent ability to transfer knowledge within a team.
Basic networking awareness - DHCP, DNS, WAN/LAN Troubleshooting
Desirable
Level 2 - 3 IT Qualification or equivalent demonstrable experience
CompTIA A+ or similar training
CompTIA Network+ or similar training
Microsoft 365 Fundamentals
ITIL Foundation Certification
Windows Server administration
Basic awareness of cybersecurity and service desk processes (ITL Foundation)
Full UK Drivers licence
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