IT Technician

Job Summary

This company is one of the largest Managed Service Providers within the South West, offering a wide range of services to meet their clients' needs both nationally and internationally.

You will form part of their busy technical team supporting both our education and business customers predominantly throughout the South West. The role will require you to take on the company's values, taking responsibility for your actions, and ensuring all customers and staff are treated with respect.

The position provides exposure to a broad range of IT hardware, software and cloud services.

The main focus is to provide their clients with a high level of service and support and ensure they are kept informed of the status of outstanding support tickets. Communication with their clients is key to maintaining good working relationships.

The role requires that you continually advance your skills and keep abreast of the latest technology, to follow Microsoft's training syllabus, and pass relevant exams which are paid for by the company.

Key Roles & Responsibilities

This role will be a mix of the following and will vary dependent upon demand
- 1st Line Technical Support
- Sales installs in both business and school environments
- Schools monthly maintenance visits

You will be required to

- Take ownership of customer problems and deal with them promptly and courteously
- Provide frequent communication with customers with regard to current support tickets
- Follow help desk procedures and ensure your assigned support tickets are kept up-to-date with accurate information and relevant time entries
- Report to line manager at regular times and inform of any issues or recommendations you may have

Professional Qualities

- Good customer communication skills and telephone manner
- Generates enthusiasm among team members
- Communicates effectively with customers to identify needs and evaluate alternative business solutions in accordance with organisation objectives
- Manages customer expectations effectively
- Mentor those with less experience through formal and informal channels

Skills & Knowledge

- Able to pass a CRB/BDS check (provided by the company)
- Must hold a full UK driving license
- Customer focused, active listening and communication capabilities
- Work unattended and collaborate as part of a team
- Experience managing and troubleshooting Microsoft Windows desktop operating systems
- Experience managing and troubleshooting Microsoft Office applications
- Active directory user management
- Good understanding of TCP/IP