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Job description

Job Summary

We are seeking a skilled and enthusiastic IT Helpdesk 1st/2nd Line member to join our team. This is an exciting opportunity to join a fun and friendly technology company providing support for various IT Systems. In this role, you will be responsible for providing technical support to our clients and resolving IT-related issues in a timely and efficient manner. The 1st/2nd line IT Engineer will join the team responsible for all incidents on the Helpdesk and will be the first point of contact for telephone/email communications. The ideal candidate will have excellent problem-solving skills, be customer service-oriented, be open to learning new process, understanding new technologies and have experience in a similar role.

Key Responsibilities

· Provide first class customer service to all our customers.

· Log all support requests as service tickets while speaking with customers.

· Responding to IT support requests via phone or email and providing timely resolutions.

· Troubleshooting and resolving hardware and software issues for desktops, laptops,
printers, and macs.

· Helping to configure and deploy hardware and software.

· Assisting with network and server maintenance tasks.

· Managing user accounts, permissions, and passwords.

· Managing software updates.

· Communicating technical information to non-technical users in a clear and concise
manner.

· Maintaining accurate documentation of support tickets, resolutions, and user
information.

· Collaborating with other members of the IT team to improve processes and procedures.

Requirements

· Basic understanding of Microsoft Office Suite, Windows or Mac OS.

· Basic knowledge of network concepts such as TCP/IP, DNS, DHCP, etc.

· Basic experience with remote desktop support tools.

· Excellent telephone manner along with friendly customer service skills.

· Excellent problem-solving and communication skills.

· Good written and verbal communication and literacy skills.

· Ability to prioritise workload while remaining organised and on-task.

· To work independently and prioritize tasks in a fast-paced environment.

· Punctual and well presented.

· Ability to speak confidently on the telephone, diffuse stressful situations and reassure
clients at all levels.

Benefits

• On-site parking.
• Social events out of work.
• Christmas Shut down.
• Use of company vehicle.
• Regular Incentives.
• Free Gym Membership.
• Free Eye Test.
• One Duvet Day per year
• Snacks and fresh fruit.

Salary - £22,000 – £24,000 Depending on Experience.

Job Types: Full-time, Permanent

Salary: £25,000.00 per year

Benefits:

• Company events
• Discounted or free food
• Gym membership
• On-site parking

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Sheffield, S9 4LR: reliably commute or plan to relocate before starting work (preferred)

Work Location: In person