Onsite IT Support Engineer

Daisy Communications Limited; Bolton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading telecommunications provider in Northern Ireland seeks an IT Technician to serve as the first point of contact for over 250 customers. The role involves resolving user issues, managing helpdesk tickets, and coordinating with project teams for infrastructure installation. Ideal candidates will have excellent communication skills and a proactive approach to IT problem-solving. This on-site position provides an opportunity to work directly with customers to ensure their IT needs are met efficiently.

Qualifications

• Excellent communication skills to interact with customers.
• Ability to log and manage multiple helpdesk tickets.
• Proactive approach to resolving IT issues.

Responsibilities

• Act as the first point of contact for customers logging IT tickets.
• Resolve user issues onsite as an IT Technician.
• Liaise with the Projects Team for network infrastructure installations.
• Log emails and tickets in a timely manner on the helpdesk system.
• Ensure all customer IT issues are recorded clearly in the Helpdesk systems.
• Update helpdesk tickets daily, regardless of customer communication.
• Escalate complex IT issues and collaborate with Project Engineers for resolution.

Job description

You will be working in the IT arm of the business, providing an excellent service to 250+ external customers. The role involves being the first point of contact for our customers when a ticket is logged, this includes speaking to the customers over the phone, logging and responding to emails and logging tickets proactively,

• Working as onsite IT Technician at customer sites in Cheadle to resolve user issues.
• Liaising with Projects Team installing network infrastructure at customer sites
• Ensure any emails for the helpdesk are logged onto the helpdesk system in a timely manner.
• Act as the initial point of contact in the resolution of user IT issues.
• Ensure all activities relating to customer IT issues are clearly and accurately recorded in the Helpdesk systems.
• Ensure all helpdesk tickets are updated daily even if there has been no positive communication with the customer.
• Escalate IT issues, and work alongside Project Engineers to resolve IT issues that fall outside the capabilities of the support / service desk.