Vacancy!

Please email us @ careers@topendology.co.uk

IT SUPPORT TECHNICIAN

We are currently recruiting for a IT support technician!

As an IT Support technician, you will be responsible for providing comprehensive IT support for hardware, software, and network-related issues. Your role will require you to deliver support both over the telephone and in person, ensuring that end-users receive efficient and effective assistance.

Key Responsibilities: 

1)      Provide IT support for hardware, software, and network-related issues, resolving them in a timely and effective manner.

2)      Offer support to end-users via telephone and in-person, delivering high-quality customer service.

3)      Collaborate with 3rd parties and vendors that provide support services, ensuring seamless integration and issue resolution.

4)      Resolve support tickets within established Service Level Agreements (SLA) to meet end-users' needs promptly.

5)      Administer and create user accounts, ensuring proper access and security.

6)      Utilize and create Knowledge Base Articles (KBAs) to assist in troubleshooting common issues and streamline support processes.

7)      Escalate complex problems to the appropriate support specialists or teams, ensuring timely resolution.

8)      Troubleshoot client software and basic network connectivity problems, ensuring seamless operation for end-users.

9)      Perform routine maintenance updates in collaboration with other IT staff and business units, ensuring system reliability and performance.

10)   Be a subject matter expert in a technology and have the capability to train others

Requirements:

•      Phone support experience, with a background in technical service desk or technical call center roles.

•     Windows Operating systems (Windows 10 and 11)

•     Proficient in disciplined and systematic problem-solving skills.

•      Hands-on work experience with the following operating systems:

•     Windows Operating systems (Windows 10 and 11)

•        Windows Operating systems (Windows 10 and 11)

•        Windows Servers (Windows 2016 onwards)

•        Knowledge of Active Directory and O365

•        Familiarity with ITSM (IT Service Management) ticketing tools

•        Ability to create user accounts within Active Directory and mailboxes on O365

•        Experience with remote desktop connectivity applications, including Bomgar, Zoho assist and Microsoft Teams

•        Proficiency in Microsoft Office Suite, including MS-Word, MS-Excel, MS-PowerPoint

•        Competence in various internet browsers (e.g., Edge, Chrome, Firefox)

•        Knowledge of VPN and remote dial-in user support

•        Ability to provide support for laptops, desktops, and printers

Education:

GCSE or equivalent (preferred)

Experience:

Technical support: 2 years (preferred)

Customer service: 1 year (preferred)

What we offer:

Competitive salary and a relaxed work environment

Career progression

Social benefits package

Professional on-boarding and on-going trainings