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Date Added: Fri 23/07/2021

IT Technician - 1St Line Support

Kettering, UK
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Company: ACS RECRUITMENT

Job Type: Permanent, FullTime

Salary: £20000 - £22000/annum

Our established client based in Kettering is recruiting an IT Technician - 1st Line Support on a permanent basis. The 1st line support team is responsible for supporting and maintaining end users IT systems, hardware, software and accounts. The team is responsible for resolving any IT related incidents / service requests quickly and efficiently in-line with SLAs, which includes a broad range of queries.

The role would suit a candidate who is keen to progress their career and who is confident to challenge the existing IT infrastructure to increase efficiencies.

Key Accountabilities

Support franchisees/employees in all IT related incidents/service requests via telephone, email, remote desktop or in person.
Be the first and last point of contact for all IT related incidents/service requests
Log all incidents/service requests within the company's ticketing system
Own 1st line incidents/service requests, or escalate to 2nd / 3rd line support where necessary
Work to resolve all known and documented issues
Work to SLA thresholds for all incidents/service requests
Promote/educate the correct use of software and hardware supplied through the IT department
Perform tasks relating to end users including, but not limited to; Tracking and auditing of equipment, Security access, User account maintenance, Hardware/software configuration, support or troubleshooting
Assisting the IT Coordinator and/or IT Team Lead in projects relating to the department
To follow the guidelines of all departmental standard operating procedures, work instructions and policies
Very limited travel around the country may be required to support company initiatives
Undertaking any other duties that may be required to ensure the smooth running of the business/function The successful candidate will:-

Have excellent interpersonal skills, good telephone manner, calm approach
Possesses excellent communication skills, both written and oral
Be able to prioritise work, cope with competing deadlines and use initiative in a variety of situations
Understand the need for confidentiality, tact and discretion, combined with a calm personality and sound judgement
Have an organised and methodical approach to administrative duties.
Be accurate and pay attention to detail
Have the ability to work on their own initiative
Behave in a professional manner at all times.We are looking for someone who:

Has obtained 'A' level educational in addition to strong GCSE in Maths and English
Will hold an IT qualification or have 1 year minimum previous experience within an IT help desk/support function
Demonstrates incident and problem management skills
Has a professional support competence in relation to Windows 10 and Microsoft Office packages
Demonstrates an excellent telephone manner
Has an analytical approach to problem solving
Shows good organisational, time management and prioritisation skills
Has a strong ability to multitask and progress several issues/projects within a busy environment
Is familiar with Android/IOS operating systems
Has a basic understanding of PC hardware set-up and configuration
Has knowledge of ITIL framework and/or certified
Understands the principals of network troubleshooting, TCP/IP and general WAN/LAN troubleshooting
Ideally (although not essential) will have has a working knowledge of Active Directory administration.This is great opportunity to join a global brand, and offers the right candidate excellent opportunities to progress, so if you feel this could be you, email your CV now for immediate consideration
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