Help Desk Technician Claydon, South East England, England
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
