IT Technician

The Unite Group

Camperdown

On-site

GBP 25,000 - 32,000

Full time

4 days ago

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Benefits offered by this job

24 days annual leave

Professional development opportunities

Company pension

Eyecare vouchers

Job summary

The Unite Group is seeking an IT Technician to deliver 1st/2nd line support for clients, using a ticketing system and phone line. You will handle remote support and on-site visits, including VoIP installations and hardware upgrades, while ensuring SLA-compliant fault resolution.

The role requires independent work as well as teamwork, with strong communication skills and a proactive approach to learning new IT skills across MS365, servers, desktops and network elements.

Qualifications

2+ years experience in a similar IT support role.
Strong customer service and fault resolution capability.
Experience with site visits, installations and projects.

Responsibilities

Provide 1st/2nd line IT support via phone and ticketing system.
Visit customer sites to assist with installations and upgrades.
Handle hardware rollouts, migrations and fault resolution to SLA.
Maintain accurate ticket notes and documentation.

Skills

IT support

Customer service

Troubleshooting

VoIP

MS365

WAN/LAN

Driving license

Education

A-Level or equivalent

Tools

MS365

Server OS

Desktop OS

VoIP

Job description

IT Technician The Unite Group are recruiting for an IT Technician, ideally with an MSP background, to join our highly reputable company. As an IT Technician you will handle 1st line/2nd line support requests that come in from our clients, both via the support telephone line and our ticketing system. Our service desk engineering team are the first point of contact for our clients and are crucial in ensuring we provide exceptional customer service.

The successful candidate will be responsible for providing technical support and maintenance to all clients' IT assets and systems. Alongside remote support, the role involves visiting customer sites to assist with installations, including VoIP phone systems, as well as advanced troubleshooting and project work, such as hardware rollouts, upgrades, and migrations. A key part of the role is to ensure that we deliver exceptional customer support at all times, whilst ensuring fault resolution in line with our clients' SLA obligations.

The role requires the candidate to be able to deliver excellent customer service, both written and oral and whether remote or face to face, throughout an IT support issue lifecycle from reporting to resolution. The successful candidate must have the ability to act both independently and as part of a team, and be able to manage their own time and workload to handle multiple IT support requests at the same time.

Experience and skills required

At least 2 years experience working in a similar role
IT support
Assisting with any project work, in the office and on customer sites
Excellent fault finding and troubleshooting skills
Work independently and as part of a team with the ability to calmly interact with customers and elevate technical support issues to senior team members when required
Excellent communication skills (written and oral)
Detail focused and able to maintain accurate ticket notes and documentation
A strong customer support focus
Good and demonstrated knowledge of various Microsoft products and services (MS365, Server OS, Desktop OS)
Good understanding of VoIP telephony
Good understanding of WAN/LAN troubleshooting and VLANs
Highly motivated to learn new skills to support our wide range of customer business & IT system
Clean & Valid UK Driving License (required)

Desirable Skills