We have an exciting opportunity for an IT Support Technician to join our existing team at our Head Office in Leeds on a 4-month fixed term basis with a salary of £9,000 (£27,000 FTE)
The Role:
This is a full-time (Monday to Friday) role based on site at our Leeds headquarters, this role is ideal for an IT Support engineer with 1 to 2 years’ experience in desktop support, network and storage infrastructure, looking to develop their first- and second-line support skills.
Responsibilities:
To provide technical hands-on support, answering support queries either in person or via phone or ITSM system.
To maintain a high degree of customer service for all support queries.
To take ownership of user problems and be proactive when dealing with user issues whether raised directly or via escalation from another team member.
To log all calls on the ITSM system and maintain full documentation.
Respond to enquiries from clients and help them resolve any hardware or software problems.
Support users in the use of Computer equipment by providing necessary training and advice.
Work as part of the IT Support team and any other operational/project teams as requested by the IT Project & Support Team Lead.
Manage workloads and notify the IT Project & Support Team Lead when KPI/Targets are going to be breached.
To allocate more complex service issues to the relevant IT Support team member.
Raise any security concerns to the IT Project & Support Team Lead.
Maintain reports and logs in line with departmental policy.
Obtain quotes and process orders in line with departmental policy.
Managing IT Stock – Laptops, Desktops, Toner, Accessories & peripherals and keeping asset registers up to date.
Setting up and configuring new laptops, desktops & mobile devices.
Installing authorised software to laptops, desktops & mobile devices.
Configure/maintain computer systems, networks and peripherals as instructed.
Assist the team with keeping the IT office in a tidy state by following asset disposal procedures (WEEE) and disposing of IT Waste when required.
If required undertake trips to other sites/data centre including staying overnight where appropriate.
Be willing to undertake reasonable unpaid overtime.
Any other duties as requested by the IT Project & Support Team Lead or IT Manager.
Keep abreast of IT Trends and engage with IT Project & Support Team Lead to develop personal development plans.
The below skills and experience are a requirement for this role
Windows desktop support and administration
Basic troubleshooting of Desktops, Laptops, Printers, Mobile Phones.
Active Directory user account creations, password resets and group management.
Office 365 User account creations, group management, licence management
Exceptional Customer Service skills
Confidence in dealing with users of varying levels both face to face and over the phone.
Experience working within IT service delivery. Either at an MSP or providing internal IT Support.
Excellent troubleshooting and problem-solving skills.
Excellent ability to transfer knowledge within a team.
Basic networking awareness – DHCP, DNS, WAN/LAN Troubleshooting
Although not a requirement, the below skills / experience would be beneficial to the role:
Level 2 – 3 IT Qualification or equivalent demonstrable experience
CompTIA A+ or similar training
CompTIA Network+ or similar training
Microsoft 365 Fundamentals
ITIL Foundation Certification
Windows Server administration
Basic awareness of cybersecurity and service desk processes (ITL Foundation)
Full UK Drivers licence
What we offer in return:
* Competitive salary
* Incremental holiday allowance (rising with service)
* Free parking
* Canteen onsite
* Employee discount platform
* Employee Assistance Programs
* Qualification support
* Flexible working
* Refer a friend incentive
* Cycle2work scheme
* Continuous professional development plans with internal and external training and courses available
Salary description
£1.00 - £27000.00 per year