1st/2nd Line Support Engineer

Wooditc

Stalybridge, England, United Kingdom

Stalybridge, England, United Kingdom

Find similar jobs

About

*Position Overview:* We are seeking a skilled First Line Technician with a minimum of 3 years of experience in IT support. The ideal candidate will excel in providing exceptional customer service, possess strong communication skills, and thrive in both team-based and independent work environments. This role demands adaptability to a fast-paced, dynamic work environment and requires a quick learner who can swiftly resolve technical issues. The successful candidate will be responsible for effectively prioritising their workload while managing support requests via a service desk ticketing system.*Key Responsibilities:*
* *Customer Support:* Provide first line technical support to end-users via phone, email, and remote assistance.
* *Problem Resolution:* Diagnose and resolve technical issues related to hardware, software, and network connectivity.
* *Ticket Management:* Efficiently manage and prioritise support tickets on the service desk ticketing board, ensuring timely responses and resolutions in line with service level agreements (SLAs).
* *Documentation:* Maintain accurate records of incidents, solutions, and user interactions in the ticketing system.
* *Collaboration:* Collaborate effectively with colleagues and escalate complex issues to senior technicians when necessary.
* *Training:* Assist in training end-users on basic IT functions and best practices.
* *Prioritisation:* Assess incoming requests, prioritise workloads, and ensure that critical issues are addressed promptly while managing multiple tasks simultaneously.
*Required Skills and Qualifications:*
* *Experience:* Minimum of 3 years of experience in a first line IT support role.
* *Technical Proficiency:* Solid understanding of desktop operating systems, hardware components, and peripheral devices.
* *Communication:* Excellent verbal and written communication skills with a focus on clear, concise explanations.
* *Customer Service:* Proven track record in delivering outstanding customer service and resolving issues promptly.
* *Teamwork:* Ability to collaborate with team members and work independently when required.
* *Adaptability:* Thrives in a fast-paced environment and demonstrates a proactive, flexible approach to problem-solving.
* *Learning Agility:* Quick learner who can grasp new technologies and processes effectively.
* *Prioritisation:* Ability to effectively prioritise tasks in a high-volume, dynamic environment using a service desk ticketing system.
*Preferred Qualifications:*
* *Certifications:* Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.
* *Education:* Degree or diploma in Computer Science, Information Technology, or a related field is advantageous.
*Working Conditions:*
* *Location:* Based in Manchester, UK.
* *Environment:* Fast-paced office setting with occasional on-site support visits.
Job Types: Full-time, Permanent
Pay: £23,000.00-£30,000.00 per year
Schedule:
* Monday to Friday
* Overtime
Experience:
* IT Support: 3 years (preferred)
Work Location: In person
Reference ID: 1st/2nd Line Support Technician

Stalybridge, England, United Kingdom

Languages

English

Notice for Users

This job was posted by one of our partners. You can view the original job source here.

Find similar jobs