1ST / 2ND LINE HELPDESK SUPPORT - Foxtons, UK

1ST / 2ND LINE HELPDESK SUPPORT - Foxtons, UK; Greater London; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Mentoring and training

Drafted social events

Well-being package

Parental policies

Job summary

Foxtons, UK is seeking an enthusiastic 1st/2nd line Helpdesk Support to assist staff with hardware and software issues via phone, email and a ticketing system. You’ll administer user accounts and permissions across AD and our CRM, delivering professional service in person when required.

Ideal candidates will have strong Windows 10 and Mac OS knowledge, experience with Microsoft applications, and a calm, methodical approach to diagnosing faults.

Qualifications

• Experience providing first/second line desktop and server support in a corporate environment.
• Ability to administer Windows 10 and Mac OS environments and troubleshoot basic network issues.

Responsibilities

• Provide first line support via phone, email and ticketing system.
• Administer user accounts and permissions across AD and CRM.
• Deliver professional customer service on phone and face-to-face when necessary.
• Log all calls and resolutions in the ticketing system.
• Assist users with hardware and peripheral issues and provide training as needed.
• Escalate complex issues to IT staff and coordinate external support when required.
• Maintain organized daily workflow and close assigned jobs promptly.

Skills

Customer service

Phone/email/ticketing support

Windows 10 administration

Mac OS administration

Active Directory

Microsoft Applications

Network troubleshooting

Calm under pressure

Education

Certifications – CompTIA, MCP/MCSA/MCSE/MCITP

Tools

Active Directory

Exchange

Azure

AWS

Qualys

CISCO

pfSense

Veeam

Job description

JOB REF: 45568

Location: South London

Address: Chiswick High Road

Industry: IT & Telecoms jobs, Office Administration jobs, Students and Graduate jobs, Estate Agency jobs

1ST / 2ND LINE HELPDESK SUPPORT - Foxtons, UK

This role will provide first line helpdesk support to staff, assisting them with hardware and software problems via phone, email and a ticketing system.

KEY RESPONSIBILITIES

• To provide first line technical support, answering support queries via phone, email and ticketing system.
• Administration of user accounts and permissions across AD and our in-house CRM software.
• Deliver a high level of professional customer service on the phone and face‑to‑face when necessary.
• To log all calls and resolutions to the helpdesk logging system.
• Support users in the use of computer equipment and peripherals including telephone and mobile devices by providing necessary training and advice.
• Where relevant, arrange for external support when incidents cannot be resolved in‑house.
• To elevate more complex calls to relevant IT support staff.
• Maintain an organised daily structure, working to close assigned jobs in an adequate time frame.

WE OFFER

• Competitive salary depending on experience
• Ongoing mentoring and training, including access to external training programmes
• Exposure to diverse aspects of the business
• Meaningful career progression
• Vibrant company culture, including paid‑for social events
• Well‑being package including enhanced sick pay and subsidised gym
• Enhanced parental policies, including generous shared parental leave

LOCATION

Our stunning Chiswick Park headquarters. Chiswick Business Park is built around a lake and offers weekly events such as food festivals, zip‑lining and beach volleyball in the summer.

ABOUT YOU

• A keen interest in technology and computing
• Excellent communication skills with a professional approach to customer services
• Ability to remain calm under pressure during challenging times
• An intuitive and methodical approach to diagnose hardware and software faults in desktop PC’s, printers and mobile devices
• Ability to develop and maintain strong customer relationships
• Exceptional customer service skills including experience of dealing with diverse customer groups
• Proficient in administering and maintaining Windows 10 and Mac OS environments
• Proven knowledge of Microsoft Applications and Active Directory
• Experience troubleshooting basic network, software and printing problems

KEY REQUIREMENTS

• IT Helpdesk Management (CRM, Ticketing) & Escalation.
• 1st/2nd Line Desktop, Servers incl. AD, Exchange & Network Support
• Basic Linux and Web Technology support
• Storage Management (SAN & NAS)
• Regular management of Firewalls/Switches and other network devices (pfSense, CISCO, etc.)
• Maintaining Network Security and Compliance (AV Server, Proxy Management, Vulnerability etc.)
• Supporting Telephony system alongside third‑party support (Avaya IP Office and Cloud based telephony)
• Documentation & Asset register maintenance
• Organise & Provision for new systems & image roll outs
• Maintaining Vulnerability register for new vulnerabilities affecting infrastructure
• Regular vulnerability scans and remediation (Qualys)
• Support & knowledge of cloud platforms like Azure & AWS
• Knowledge to support of various vendor technologies like Qualys, McAfee ePO, Bluecoat, pfSense, Ciscoc

KNOWLEDGE SOUGHT

• Windows 7/10, 2008/2012/2016
• TCPIP, DNS, DHCP, WAN, LAN
• VMware
• Veeam
• PCI and IT security
• Telephony – Avaya
• Office 365, SharePoint
• Certifications – CompTIA, MCP/MCSA/MCSE/MCITP

ABOUT THE COMPANY

At Foxtons, we’re famous for setting the standard in property. We do this by hiring brilliant people to help achieve our goal of being the best place for our customers to find their dream home or unlock the value of their property investment.

Over the last 30 years we’ve built a network of almost 60 branches and a strong operational infrastructure that enables our teams to achieve the highest standards in delivering exceptional service to our customers. Award‑winning training ensures our teams have the strong local expertise that our customers expect from us, while our market‑leading technology empowers all our staff to provide the best customer experience possible.