IT Support Technician

IT Support Technician

Stourbridge

About the role

The role will be responsible in providing technical support to resolve IT helpdesk service requests as well as dealing with overflow service requests to support the helpdesk and being our representative while visiting our clients at their premises.

Responsibilities - (but not limited to)

• Troubleshooting and diagnosing IT hardware and software faults via telephone, email and remote support to end users.
• Creating technical sales quotations to our customers while meeting their business needs in full.
• Supporting Tier 1 with daily overflow of tickets and calls.
• Working alongside our 3rd line technicians to escalate calls as required.
• Coordinating with 3rd-parties such as suppliers and channel partners when required, to resolve problems and queries.
• Hands-on assistance with the configuration, installation, monitoring and maintenance of computer systems and networks, from the ground up to completion.
• The creation, maintenance and publishing of support documentation in order to assist colleagues in the quick resolution of incidents and to enable users to become more self-sufficient.
• Visiting customer sites to provide support and install new systems.

Person Specification

• Experience and understanding of:

o Microsoft Azure, Microsoft Intune/Endpoint Enrolment.

o Power Automate and PowerShell scripting.

o Windows Server technologies such as Active Directory, DHCP and DNS.

o Bare metal recovery and backup.

o Procedures for servers and workstations.

o Working with Microsoft Windows 10 as well as a knowledge and understanding of earlier versions.

o Antivirus concepts and remote management tools.

o Networking knowledge including: wireless, VoIP, structured cabling, routing concepts, VPN and managed networks.

• Great customer service skills.
• Confident communicator via email, telephone, and face to face.
• Desire to learn new products and technologies.
• Can-do attitude.
• Posses a logical approach to troubleshooting.

Beneficial, but not essential

• Previous experience of working within a busy service desk / customer response environment.
• Previous project management experience