Experienced 1St/2Nd Line IT Support Technician

Optisoft; York and North Yorkshire; On-site; GBP 25,000 - 27,000; Full time

Job summary

Optisoft, based in York, is seeking an IT Support Technician to join an office-based Support Desk team. You will handle 1st and 2nd line issues for over 500 customers, providing telephone and remote support, and logging incidents in the ticketing system.

Key requirements include robust knowledge of Windows, good communication, and a full UK driving licence. The role offers a permanent, full-time contract with standard hours from 8:30am to 5:00pm, with travel across the UK as needed.

Qualifications

• Excellent communication skills.
• Strong knowledge of Microsoft Windows desktop environment.
• Full and clean UK driving licence.
• Team player and reliable.

Responsibilities

• Provide telephone support for customers with software or hardware issues.
• Analyse and resolve customer problems quickly and efficiently.
• Dial in to customer systems to provide remote support when necessary.
• Log all calls in the support software and update as required.
• Document and report bugs/change requests to Development.
• Make courtesy calls to customers inactive for more than 6 months.
• Travel to customer sites across the UK, with potential overnight stays.

Job description

Job Title: IT Support Technician - 1st / 2nd Line

Location: York, North Yorkshire

Salary: £25,000 - £27,000 dependent on experience

Job Type: Permanent, Full time

Hours of work: 8:30am - 5:00pm Monday - Friday.

About us

Optisoft is one of the market leaders in providing specialist IT solutions for opticians and the optical profession. Our head office is in York with our customers based throughout the UK and Ireland.

About the role

We are looking for an experienced IT professional to join our office-based Support Desk Team in providing a high quality and efficient service to over 500 customers with their hardware and software.

Responsibilities

• Provide telephone support for customers in difficulty with software or hardware.
• Analyse and resolve the customer's problems as quickly and efficiently as possible.
• Dial in to the customer's system to provide remote support when necessary.
• Log all calls on the company's support software and update as necessary.
• Document and report 'bugs' / 'change requests' to Development.
• Make courtesy calls to customers who have not contacted the Support Desk for more than 6 months.
• There may be some travel to customer sites across the UK, which may involve overnight stays. The company pool car would be made available for this.

About you

The ideal candidate will have a passion for computers and be able to demonstrate an in-depth knowledge of the Microsoft Windows operating system environment.

The Candidate

• Excellent communication skills and a good telephone manner.
• Good attention to detail and the ability to work under pressure.
• A calm, patient and professional demeanour.
• Ability to plan and execute work both independently and as a team member.
• Self-motivation to learn new skills and update existing ones.
• Reliable and punctual.

Essential

• Thorough understanding of PC hardware, peripherals and peer to peer networking.
• Good knowledge of Microsoft Windows desktop environment and Office suite.
• Full and clean UK driving licence.

Desirable

• 2 years Support Desk experience of troubleshooting and resolving common problems experienced by users.
• Hands-on experience working in an end-user desktop support role.
• Microsoft (or similar) accredited training would be advantageous.
• Splashtop remote support software.
• Diagnostic utilities, such as anti-virus, anti-malware and more.
• Experience of supporting SQL Server based applicat

What we offer

• Opportunities to learn and progress within the company.
• Holidays starting at 24 days increasing to 29 for long term service.
• Death in service and critical illness cover.
• Auto-enrolment into pension scheme (Royal London - 5% employee / 3% employer).

Other candidates considered

Candidates with experience of: 1st Line Support, 2nd Line Support, IT Support Analyst, Desktop Support Engineer, Helpdesk Technician, Service Desk Analyst, Technical Support Specialist, Systems Support, SQL Support, PC Maintenance will also be considered for this role