1st Line IT Support Technician

Free-Work UK; Manchester; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Work from home flexibility

Workplace Pension

Comprehensive training

Job summary

Netteam tX is inviting applications for a First Line Support Technician to join our Manchester Helpdesk. You will provide first-line technical support for multiple clients, logging and resolving incidents while expanding your knowledge across a range of technologies.

The role offers training to progress to a Second Line position and is ideal for someone starting in IT or looking to further develop customer-focused technical skills in a friendly MSP environment.

Qualifications

• IT related degree or relevant qualifications highly desirable.
• Experience with PSA/RMM tools such as Autotask, AEM and IT Glue would be advantageous.
• Ability to troubleshoot and resolve issues, technical or outside IT.

Responsibilities

• Answer incoming calls to Service Desk, log and action end-user requests in PSA system.
• Provide timely updates on tickets to end-users via telephone and email.
• Diagnose and resolve technical issues, escalating where necessary using escalation process and protocols.
• Install, maintain, and troubleshoot client hardware and software in line with company standards.
• Set up new devices for our client base, both Windows and Mac.

Skills

Friendly and professional

Good written and verbal communication

Troubleshooting

Teamwork

Windows environments

Education

IT-related degree

Tools

Autotask

AEM

IT Glue

Job description

Job Title: First Line Support Technician

Location: Manchester

Salary: Competitive

Job Type: Permanent, Full Time

An exciting opportunity has arisen to join us as an First Line Support Technician. Netteam tX is a comprehensive IT Managed Service Provider (MSP) offering a complete suite of technology solutions to businesses across the UK.

At Netteam tX, we recognise and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centered around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great.

About The Role

We are looking for an ambitious Tier 1 Engineer, to join our Helpdesk Team, working from our Manchester office.

You will provide first-line technical support in a Service Desk environment for multiple clients, working closely with other Support Technicians. You will manage incidents from logging to resolution, gaining valuable exposure to a diverse range of technologies and enhancing your knowledge and skills.

This is the perfect opportunity for someone currently working as a First Line Support Technician, looking to develop their skills or someone who is looking for their first role in IT and is passionate about delivering excellent customer service.

Training will be offered to support someone with aspirations to move into a Second Line role.

Key Responsibilities

• Answering incoming calls to Service Desk, logging and actioning end-user service requests in PSA system, following Service Desk procedures and policies
• Address technical queries promptly and efficiently, prioritising them to meet KPIs and customer service expectations
• Providing timely updates on tickets to end-users via telephone and email systems
• Diagnose and resolve technical issues, escalating where necessary using escalation process and protocols
• Install, maintain, and troubleshoot client hardware and software in accordance with company standards, including reconfiguring and performing system upgrades when necessary
• Setting up new devices for our client base, both Windows and Mac
• Completion of laptop pre-builds and post-builds
• Maintain and update accurate client site documentation via IT Glue
• Comply with company's Information Security policies and procedures
• Managing your time efficiently and planning your day accordingly
• Keep up to date with new technologies adopted by Netteam and our client base
• Improve your technical knowledge through company training and self-study

Experience

• Ability to work unsupervised, independently and as part of a team
• IT related degree or relevant qualifications highly desirable
• Have a proven history of being able to troubleshoot and resolve issues, technical or outside IT
• Able to demonstrate a good all-round knowledge of IT principles
• Experience with PSA/RMM tools such as Autotask, AEM and IT Glue to provide enhanced support services to all clients would be advantageous
• Experience in initial remote diagnostics along with analysis and monitoring would be advantageous
• The willingness to learn new software and hardware skills
• Knowledge of Microsoft Windows Server/Desktop environments
• Knowledge of Microsoft cloud solutions including Office 365, Backup/DRaaS and related technologies
• Overall appreciation of client system security
• Experience of MSP and or Hospitality is advantageous but not essential

Personal Attributes

• Friendly and professional
• Excited about tech and thrives on developing understanding of new technologies
• Possesses good written and verbal communications skills and the ability to clearly communicate complex technical issues to non-technical clients
• Recognises the importance of frequent and clear communications
• Keen to research new products and information around technical solutions that could provide answers and solve problems which benefit the whole team
• Feel that every day is a day of learning
• Disciplined, with the ability to prioritise and execute tasks under pressure
• Harnesses pressure to deliver results

Why join us?

• We make work life balance a normal, not a benefit
• We offer some flexibility to work from home
• A fun and productive place to work
• Great team of people to work alongside
• Workplace Pension
• Comprehensive inhouse and external training offered
• Competitive salary that reflects your skills and experience

Diversity And Inclusion

We are proactively committed to creating a diverse workforce at Netteam tX. We value diversity and inclusion; we want to attract the best people for all our roles. This is regardless of age, ethnicity, sexual orientation, gender, disability, socioeconomic status or religious beliefs.

Other

In line with our recruitment policy and client expectation, some roles will be subject to a basic DBS disclosure.

Candidates with experience of: 1st Line IT Support Engineer, IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, IT Services Manager, 1stLine Helpdesk Engineer, IT Support Technician, 1st Line Support Engineer, may also be considered for this role.