Senior IT Technician
Senior IT Technician
Manchester
GBP25k - GBP34k
The job:
To provide field-based expertise and excellent customer service to all customers.
To undertake monthly site visits to all allocated customers to ensure effective account management and customer satisfaction.
To provide guidance and advice to all junior members of the team.
To provide 3rd Line / Senior IT Technician support to clients, assisting them with hardware and software problems via phone and email and through supporting the Helpdesk.
Handle escalations from the IT Helpdesk.
To maintain a high level of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be pro-active when dealing with user issues.
To effectively project manage, ensuring all IT projects are delivered professionally, punctually and commercially.
To effectively onboard new customers, ensuring a seamless transition and a high level of customer satisfaction.
To assist with all required duties and tasks relating to any customer as requested by a Director.
Key Responsibilities:
To make regular visits to customers on-site & to effectively account manage
To actively respond to all inbound issues and enquiries in a quick and efficient manner
Provide 3rd Line / Senior IT support through numerous channels of communication including email, telephone, internal requests from colleagues and actions in response to automated alerts from the in house monitored systems
To ensure clear communication at all times with customers including progress reports on all outstanding issues
Accountability for all ongoing issues until completion
To log all actions/updates through Autotask
To resolve all issues within company expectations and within agreed SLAs
To ensure the timely and accurate input of all customer information on to Autotask
To build and develop the knowledge base for all customers within Autotask
To actively maintain all customer's asset registers within
Autotask
To identify potential revenue opportunities and highlight them to the Management Team
To carry out daily customer system checks where
necessary
To produce monthly reports on customer support usage where necessary
To update customer's configuration files where necessary
To carry out in-house system testing
To be responsible for in-house system back-ups
To offer advice and support on all third-party software solutions where possible
To ensure excellent customer service is delivered to all
customers in line with the company's expectations
Take on project work as directed by the IT Helpdesk
Manager
To perform any other reasonable duties as requested by
any member of the Management Team.
Qualifications Desired
• Experience of IT hardware and software
• Relevant IT qualification desired
• A desired knowledge of networking, TCP/IP, LAB and WAN
• A desired knowledge of Microsoft Office
• A good knowledge of Windows 7, Windows 8, Windows Server 2008, Windows Server 2012, Mail Server and Microsoft Office suites
Experience / Knowledge Required
• At least 3 years of 2nd Line support (or equivalent) level experience
• At least 3 years of experience with supporting Windows, Windows Server, MS Exchange, and Microsoft Office and Office 365 suites
• Candidates must have a deep knowledge of networking i.e. TCP/IP, LAN & WAN and their components
• An in depth understanding of the needs of SMEs - email, telephony, backup and CRM packages such as Sage
• A strong personal interest in IT and Computing
• Hands on experience in general computing and IT
• Excellent time management skills with the ability to prioritise workload according to others' needs
• Ability to work on own initiative as well as part of a diverse team that includes internal and external stakeholders
• Excellent customer service and communication skills
• Great work ethic with the eagerness, willingness and enthusiasm to continually develop technical skills in line with the needs of the business
About you:
• To be methodical in approach
• Friendly and approachable manner
• Excellent communication and people skills
• Ability to work as part of a team
• Ability to work on own initiative
• Ability to work under pressure
• Confident approach
• Hard working and self-motivated
• Excellent interpersonal and organisational skills
• Desire for personal development including ongoing training & learning
• Keen interest in new technology & developments
• Driving License & Own Car
Manchester
GBP25k - GBP34k
The job:
To provide field-based expertise and excellent customer service to all customers.
To undertake monthly site visits to all allocated customers to ensure effective account management and customer satisfaction.
To provide guidance and advice to all junior members of the team.
To provide 3rd Line / Senior IT Technician support to clients, assisting them with hardware and software problems via phone and email and through supporting the Helpdesk.
Handle escalations from the IT Helpdesk.
To maintain a high level of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be pro-active when dealing with user issues.
To effectively project manage, ensuring all IT projects are delivered professionally, punctually and commercially.
To effectively onboard new customers, ensuring a seamless transition and a high level of customer satisfaction.
To assist with all required duties and tasks relating to any customer as requested by a Director.
Key Responsibilities:
To make regular visits to customers on-site & to effectively account manage
To actively respond to all inbound issues and enquiries in a quick and efficient manner
Provide 3rd Line / Senior IT support through numerous channels of communication including email, telephone, internal requests from colleagues and actions in response to automated alerts from the in house monitored systems
To ensure clear communication at all times with customers including progress reports on all outstanding issues
Accountability for all ongoing issues until completion
To log all actions/updates through Autotask
To resolve all issues within company expectations and within agreed SLAs
To ensure the timely and accurate input of all customer information on to Autotask
To build and develop the knowledge base for all customers within Autotask
To actively maintain all customer's asset registers within
Autotask
To identify potential revenue opportunities and highlight them to the Management Team
To carry out daily customer system checks where
necessary
To produce monthly reports on customer support usage where necessary
To update customer's configuration files where necessary
To carry out in-house system testing
To be responsible for in-house system back-ups
To offer advice and support on all third-party software solutions where possible
To ensure excellent customer service is delivered to all
customers in line with the company's expectations
Take on project work as directed by the IT Helpdesk
Manager
To perform any other reasonable duties as requested by
any member of the Management Team.
Qualifications Desired
• Experience of IT hardware and software
• Relevant IT qualification desired
• A desired knowledge of networking, TCP/IP, LAB and WAN
• A desired knowledge of Microsoft Office
• A good knowledge of Windows 7, Windows 8, Windows Server 2008, Windows Server 2012, Mail Server and Microsoft Office suites
Experience / Knowledge Required
• At least 3 years of 2nd Line support (or equivalent) level experience
• At least 3 years of experience with supporting Windows, Windows Server, MS Exchange, and Microsoft Office and Office 365 suites
• Candidates must have a deep knowledge of networking i.e. TCP/IP, LAN & WAN and their components
• An in depth understanding of the needs of SMEs - email, telephony, backup and CRM packages such as Sage
• A strong personal interest in IT and Computing
• Hands on experience in general computing and IT
• Excellent time management skills with the ability to prioritise workload according to others' needs
• Ability to work on own initiative as well as part of a diverse team that includes internal and external stakeholders
• Excellent customer service and communication skills
• Great work ethic with the eagerness, willingness and enthusiasm to continually develop technical skills in line with the needs of the business
About you:
• To be methodical in approach
• Friendly and approachable manner
• Excellent communication and people skills
• Ability to work as part of a team
• Ability to work on own initiative
• Ability to work under pressure
• Confident approach
• Hard working and self-motivated
• Excellent interpersonal and organisational skills
• Desire for personal development including ongoing training & learning
• Keen interest in new technology & developments
• Driving License & Own Car