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RESPONSIBILITIES

Working as part of an IT team for an SME, the successful candidate will be assisting users by resolving their issues over the phone, through remote tools as well as onsite at offices in Eastbourne, Greenwich and Dublin. Day to day tasks involve troubleshooting, change requests, system builds, routine maintenance and monitoring of systems. You will be supporting both Businesses and Schools, working with a wide range of technologies including WIFI, G Suite, Office 365, Apple, Android, VOIP phone systems and Microsoft Windows desktops and eventually servers.

• To provide technical support, answering support queries either onsite or via phone or email
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To log all calls in the helpdesk system and maintain full documentation.
• Respond to enquiries from clients and help them resolve any hardware or software problems.
• Maintain a log of any software or hardware problems detected.
• Support users in the use of Computer equipment by providing necessary training and advice.
• To allocate more complex service issues to the relevant IT Support member
• Maintain a pool of spare PCs, laptops, mobile phones, headsets, printer toner etc. to fulfil requests as necessary and update asset details to always ensure accurate equipment inventory.
• Regular visits to Dublin, Eastbourne and other offices/ schools

KNOWLEDGE / EXPERIENCE

• At least 2 years 1st line / IT Helpdesk support experience
• Experience working with patch panels and ability to identify floor ports and patch port numbers to network switches as necessary.
• Strong knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 10)
• Experience using Office 365 Admin panel.
• Good understanding of PC hardware set-up, configuration and repairs
• Excellent telephone manner and face to face communication skills

QUALIFICATIONS

• GCSE and relevant experience\ tech certifications
• Some Microsoft certifications or courses would be beneficial.

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