1St Line Support Technician

Jago Consultants; Camberley; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Pension Scheme

Assistance with professional certs

Job summary

Jago Consultants is recruiting a 1st Line Support Technician for a Fleet-based IT management client with national UK coverage. The role starts remote and will move to the Camberley office in September, supporting VOIP, internet and servers across on-premise, public and private cloud environments.

You will handle service desk tickets, visit client sites as needed, and provide friendly, professional support for Windows and Mac workstations, Windows Server, virtualization and Office 365.

Qualifications

• Excellent customer service and communication skills.
• Excellent telephone manner.
• Desktop support of Windows 7/8/10 and macOS.
• Sound troubleshooting approach and testing skills.
• Good understanding of Windows Server operating systems.
• Policy and server roles.
• Good understanding of terminal servers and server farms.
• Good knowledge of virtualization and Office 365.
• Exposure to hosted telephony management and understanding of VoIP and Hosted PBX solutions.

Responsibilities

• Responding to new and existing support calls within SLA.
• Providing an efficient and friendly support service across multiple systems for clients.
• Remotely diagnose and gather pertinent information using a range of support tools and portals.
• Visiting clients on site to assist with customer needs.
• Managing client expectations through excellent communication from start to finish.
• Documenting knowledge articles and customer information in the company knowledge base.
• Resolving issues clients may have.

Skills

Customer service

Communication

Telephone manner

Desktop support (Windows/Mac)

Troubleshooting

Windows Server

Office 365

Virtualization

VoIP

Hosted PBX

Tools

Office 365

VoIP

Job description

1st Line Support Technician required. Our client is an outsourced IT management company based in Fleet with clients all over the UK. They supply all aspects from VOIP, Internet and Servers. They span across on premise servers to public and private cloud.

The successful candidate will be dealing with tickets from our service desk as well as potentially attending customer sites for adhoc work. Customer services skills are essential as well as excellent knowledge of systems, both hardware, server and workstation OS. The role will be starting off remote and then you will be based in the office in Camberley in September.

Position Overview

• Responding to new & existing support calls within SLA
• Providing an efficient & friendly support service across an array of different systems for clients
• Remotely diagnose and gather pertinent information in a timely manner using a range of support tools & portals
• Visiting clients on site to assist in supporting customer needs
• Managing client expectations through excellent communication from start to finish
• Documenting knowledge articles and customer information in the company knowledge
• Resolving issues clients may have

Position Requirements

• Excellent customer service and communication skills
• Excellent telephone manner
• Desktop support of windows 7/8/10 & Mac OSX
• Sound troubleshooting approach & testing skills
• Good understanding of Windows Server Operating Systems
• Policy & Server roles
• Good understanding of terminal servers and server farms
• Good knowledge of virtualisation & Office 365
• Exposure to hosted telephony management & understanding of VoIP and Hosted PBC solutions

Position Remuneration

• 25 days holiday + bank holidays
• Pension Scheme
• Assistance with professional certifications