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IT Support Technician

Leeds (LS10)

Up to £26,000

Your new role

This role is ideal for a Junior IT Support engineer with some experience in desktop support, network and storage infrastructure, looking to develop your first & second line skills.

Responsibilities

To provide technical support, answering support queries either onsite or via phone or email.

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 call logging 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 Manager.

Manage workloads and notify the IT Project & Support Team Leader 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 Leader or IT Manager.

Maintain reports and logs in line with departmental policy.

Obtain quotes and process orders in line with departmental policy.

Setting up and configuring new laptops and desktops.

Installing authorised software to laptops and desktops.

Configure/maintain computer systems, networks and peripherals as instructed.

If required undertake trips to other sites/data centre including staying overnight where appropriate (and maintain a valid UK driving licence).

Any other duties as requested by the IT Project & Support Team Leader or IT Manager.

Keep abreast of IT Trends and engage with IT Manager to develop personal development plans.

Experience needed

Active Directory user and computer administration

Windows desktop and Windows Server administration

O365 administration

Exceptional Customer Service skills

Proven experience working within IT service delivery.

Excellent troubleshooting and problem-solving skills.

Excellent ability to transfer knowledge within a team.

General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi

ITIL Certified

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