Help Desk Technician

Help Desk Technician Claydon, South East England, England

Strident Ltd
Full Time Claydon, South East England, England 25000 - 21000 GBP ANNUAL Today
Job description

JOB DESCRIPTION – LEVEL 1 HELPDESK ENGINEER

Purpose

To meet and exceed customer technical needs

Scope

You will report to MD and FD

You will work with helpdesk and systems engineers

Duties – Support

Receiving and reviewing customer support calls

Actively responding to incidents and support requests using remote diagnostic software

Resolving customer problems within agreed service levels

Liaising with other engineers to resolve problems within agreed service levels

Keeping customers informed of status of support tickets

Maintaining accurate support quality and customer service records

Handling ‘Out of Hours’ calls for specified customers

Duties – Repairs

Assessing hardware problems and agree required course of action and complete

Keeping customers informed of status of their repairs

Duties – Implementation

Identifying customer needs

Installing and configuring desktop, laptop and mobile devices

Duties – Order Processing & Sales

Identifying sales opportunities and raise quotes for these, manage process to completion

Ensuring customer records are updated with all changes in contract & customer details

Duties – Personal

Managing own tasks and timesheets to maximise customer service and individual utilisation

Duties – Learning

Managing own personal and professional development

Keeping up to date with new relevant technological developments

Submitting ideas and suggestions to contribute to company development

Duties – Other

Any other duties that may reasonably be required

Performance Indicators

As defined by current KPIs agreed as part of company scorecard programme

Security

Keep up to date with the ISMS documentation and the Information Security Policy

Attend a Security and Training awareness Induction & yearly refresher

JOB DESCRIPTION – LEVEL 1 HELPDESK ENGINEER

Qualities

Excellent operating and network system skills

Excellent knowledge of computers, peripherals and related hardware

Excellent support skills by telephone, email or on-site

Advanced knowledge of network & general IT systems preferred

Able to work unsupervised

Excellent problem solving skills

Able to quickly diagnose and resolve problems

Positive, proactive attitude to all tasks

Good people skills, able to get on with clients and colleagues

Good personal and written communications skills

Excellent personal presentation

Good time management

Able to provide Out of Hours cover as part of Helpdesk rota

Clean driving licence

Technical Skills

The products/areas you will need to support include, but are not limited to:

General PC issues

Microsoft Office products

Microsoft 365 Services

Microsoft Teams including telephony

Microsoft Azure

Microsoft Active Directory Domain Services & associated technologies

Microsoft Exchange

Microsoft Hyper-V

Network configuration & troubleshooting

Router/Firewall configuration & troubleshooting

Internet Security

DNS

Preferred Qualifications

Microsoft Certified Professional

Other relevant qualifications from preferred partners

Job Type: Full-time

Salary: £21,000.00-£25,000.00 per year

Benefits:

  • Company events
  • Company pension
  • On-site parking
  • Private medical insurance
  • Profit sharing

Schedule:

  • Monday to Friday
  • Weekend availability

Ability to commute/relocate:

  • Claydon: reliably commute or plan to relocate before starting work (required)

Licence/Certification:

  • Driving Licence (required)

Work Location: In person

Reference ID: Level 1 HD Engineer

Help Desk Technician
Strident Ltd

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