Information Technology Support Specialist

Karmic Synergy; Llandudno; On-site; GBP 24,000; Full time

Job summary

An innovative Managed Service Provider is seeking a 1st Line IT Support Helpdesk Engineer to join their dynamic team in Llandudno. This role offers the chance to provide exceptional customer service while supporting a diverse portfolio of clients, particularly in the education sector. You will be responsible for diagnosing and resolving technical issues, maintaining documentation, and collaborating with the infrastructure team on network initiatives. If you are passionate about IT support and eager to grow in a supportive environment, this is the perfect opportunity for you to thrive and make a real impact.

Benefits

Company Pension

25 Days Holiday

Training and Professional Development

Qualifications

• Experience in a technical support role within an IT environment.
• Knowledge of Windows desktops/laptops and networking fundamentals.

Responsibilities

• Diagnose and resolve software and hardware issues for clients.
• Provide remote and on-site support to ensure excellent customer service.

Skills

Customer Service Skills

Technical Support

Windows Support

Networking Knowledge

Communication Skills

Education

Experience in IT Support

Driving Licence

Tools

Help Desk System

Windows 10/11

Windows Servers 2022

Office 365

Google Workspace

Job description

IT Helpdesk Engineer – Llandudno and North Wales - £24,000 + great benefits

Karmic Synergy Ltd are currently recruiting for a 1st Line IT Support Helpdesk Engineer to join a Managed Service Provider

We are looking for an energising and productive individual with excellent customer service skills, along with relevant experience in IT support to work within our dynamic and enterprising company, affording you opportunities for professional growth and development.

As our ideal candidate, you will preferably have experience of providing IT support within an academic environment and come from a MSP background, providing technical services to our constantly expanding portfolio of high profile clients.

Our talented technicians are our customers’ front line of support, providing the highest level of customer support. Routinely working with the company’s customer support team’s helpdesk system, you will be providing a mix of both remote and on-site support and advice. Technicians will support a number of customers remotely within our Education division.

Primary Duties and Responsibilities:

• To diagnose and resolve software and hardware calls/tickets.
• To accurately record, update and document requests using the help desk system, maintaining a first-class level of customer service and ensuring that all customers are treated efficiently and in an appropriate manner.
• Execute software installation and deployment to computing systems if necessary
• Contribute updates to technical documentation, procedures and process definitions.
• Assist infrastructure team with network and infrastructure initiatives, including both hardware and systems administration.

Essential:

• Must come from a MSP background
• Experience in a technical support or service delivery function within an IT environment
• Working knowledge of technical support (break-fix) for Windows desktops/laptops
• W10 / 11 support knowledge
• OSX / iOS support knowledge
• A general understanding of networks - an understanding of TCP/IP, Switches, Routers and Vlans
• Believes in personal development and is willing to continually improve
• Can inspire confidence in our stakeholders
• Proven experience building excellent client relationships
• Willing to update and adapt skills as required by the demands of the role
• Able to work occasional weekends / out of hours, an advantage
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical customers at all levels
• Driving Licence

Desirable:

• Educational IT support experience
• Working knowledge of Windows Servers 2022
• Knowledge of Office 365 and azure
• Knowledge of Google Workspace admin
• Siarad Cymraeg

What’s on offer:

• Company pension
• 25 days holiday plus bank holidays
• Training and professional development