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1st Line IT Support

Posted 14 August by Cheesecake Recruitment Ended

1st Line IT Support

The Opportunity

1st Line IT Support monitor and maintain the computer systems and networks of the Company. They may install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems, either over the phone or in person.

The Role

IT technical support officers are mainly responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. Individual tasks vary depending on the size and structure of the organisation, but may include:

  • Installing and configuring computer hardware operating systems and applications
  • Monitoring and maintaining computer systems and networks
  • Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues
  • Troubleshooting system and network problems and diagnosing and solving hardware or software faults
  • Replacing parts as required
  • Providing support, including procedural documentation and relevant reports
  • Following diagrams and written instructions to repair a fault or set up a system
  • Supporting the roll-out of new applications
  • Setting up new user's accounts and profiles and dealing with password issues
  • Responding within agreed time limits to call-outs
  • Working continuously on a task until completion (or referral to third parties, if appropriate)
  • Prioritising and managing many open cases at one time
  • Rapidly establishing a good working relationship with customers and other professionals, such as software developers

The Person

  • Active Directory, DNS, DHCP, Windows servers /infrastructures up to 2012.
  • Minimum of Two years experience in a Service Desk environment
  • Excellent communication skills (written and verbal)
  • Demonstrated customer service skills
  • An ability to work under pressure and take ownership for tasks and customer issues

Shift and on-call work may be required, particularly where computing equipment is in continual 24-hour operation.

Required skills

  • Computer Hardware
  • Customer Support
  • Hardware Support
  • Technical Support
  • 1st Line

Reference: 33071809

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