IT Support Technician - 1st/2nd Line Helpdesk

Onyx-Conseil; 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 for 1st/2nd line support on a permanent full-time basis. You will join our office-based Support Desk handling hardware and software issues for over 500 customers across the UK and Ireland.

You will provide telephone support, analyse problems, perform remote access sessions when needed, log calls, and escalate bugs to Development. Travel to customer sites UK-wide may be required.

Qualifications

• 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.

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.

Skills

Excellent communication skills

Good attention to detail

Calm patient demeanour

Team work

Self-motivation to learn

Tools

Splashtop remote support

SQL Server

Diagnostic utilities

Anti-virus / anti-malware

Job description

Optisoft, based in York, is seeking an IT Support Technician for 1st/2nd line support on a permanent full-time basis. You will join our office-based Support Desk handling hardware and software issues for over 500 customers across the UK and Ireland.

You will provide telephone support, analyse problems, perform remote access sessions when needed, log calls, and escalate bugs to Development. Travel to customer sites UK-wide may be required.