it specialist

it specialist Belfast, Northern Ireland

Smartedge Solutions
Full Time Belfast, Northern Ireland 40000 - 24638 GBP ANNUAL Today
Job description

As a hands-on Team Leader of the Field Services team the candidate will provide onsite IT support with very good customer service, technical expertise and timeliness in a client/3rd party environment.. This position has frequent contact with users, peers and managers primarily face to face as deskside support for service requests and on-site incident resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide smart-hands support to other IT teams including but not limited to Audio Visual, Network, Server and print services.

Prerequisites for all candidates:

1) Experience of leading a team of 4 or more staff

2) Experience of working with European or US-based multinational corporations, preferably financial services

3) Minimum experience 5+ years in field service support in a Microsoft technology environment (knowledge of Apple Mac support an advantage)

4) Eligible to work in the target country

5) Prepared to work 5 days per week onsite (not remote)

6) Prepared to join our team’s rota to cover public holidays when required

7) Experiencing of planning and participating in shift rotas (office hours) and on-call rota (out of hours)

8) Proven track record of managing customer escalations

9) Proven ability to communicate effectively with a wide variety of customers by phone, in person or via e-mail

Essential Duties and Responsibilities

· Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.

· Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.

· Develops and provides technical coaching and mentoring to other desktop services staff and company associates.

· Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to ensure customer satisfaction.

· Must be able to manually lift up to 15kg when moving and repositioning personal computers and ancillary equipment.

· Participate in team projects as requested.

· Use client’s IT ticketing system to respond to end user issues

· Videoconferencing experience including operation, call set-up and equipment

· Smart-hands support to 3rd line remote teams

Technical Skills and Personal Abilities

· Strong analytical and troubleshooting skills

· PC hardware repair (Dell/HP/Lenovo) and Windows operating system support

· Apple Mac build and support

· Software installation/troubleshooting

· Experience performing technology refreshes

· Mobile device support (iOS/iPhone/iPads) – excluding warranty hardware repair

· Experience in working with third party client managed mobile applications

· Asset tracking – Weekly tracking of New/Deployed Asset, Lost/Stolen Asset

· Stock room management

· Basic support in Video conferencing equipment

· Demonstrate initiative and act independently to resolve problems

· Hands on Experience in server side maintenance like upgrading and patching activities.

· Basic Knowledge of Network & Telephony Support

· Ability to work with customers and achieve successful outcomes in handling difficult situations

· High level of personal integrity with accountability for results

· Customer focused – “Customer is #1” attitude

· Detail oriented

Education / Expertise

· Technical degree (BSc or MSc)

· Minimum 5 years of experience in hardware, software and basic network troubleshooting in a Deskside/Field Service support environment.

· Technical Certification will be an added advantage

Job Types: Full-time, Contract

it specialist
Smartedge Solutions

www.smartedgesolutions.co.uk
London, United Kingdom
$5 to $25 million (USD)
51 to 200 Employees
Company - Private
Information Technology Support Services
2005
Related Jobs

All Related Listed jobs

Barista East Sheen
Artisan London, England 11.5 GBP HOURLY Today

By chatting to our customers about coffee, never letting a bad shot go, pouring and pushing your latte art to the next level on every coffee served and keeping

Housekeeper
Priory Healthcare Birmingham, England 20374 GBP ANNUAL Today

You will work as part of a rota covering 7 days a week typically working shifts from 7:30am until 2:30pm every day (including weekends).

Part Time Picker
Euro Car Parts Avonmouth, England 10.57 - 10.93 GBP HOURLY Today

Part Time Picker - Avonmouth, BS11 8DT 20 hours per week - Monday to Friday 1pm to 5pm Do you want to work for a business that is a market leader? Do you

Financial Analyst
Tate Recruitment Nottingham Nottingham, England 30000 - 40000 GBP ANNUAL Today

Strong understanding of financial products such as commercial loans and regulations (FCA). Excellent communication and presentation skills, with the ability to

CCTV / Retail Security Officer
Next Level Security Services Ltd Aberdeen, Scotland 12 GBP HOURLY Today

Be approachable when welcoming clients and customers. Protect customers and colleagues from physical and verbal abuse, also deterring violence and public order