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1st Line Support - Helpdesk Technician - Fully Remote

1st Line Support - Helpdesk Technician - Fully Remote

Posted 23 February by ITSS Recruitment Ltd
Easy Apply Ended
£20,000 - £22,500 per annum, inc benefits
Edinburgh , Midlothian
Permanent, full-time
Work from home
View all jobs
Posted by ITSS Recruitment Ltd
1st Line IT Support Engineer - Up to 22.5K - Fully Remote

An exciting new opportunity has become available for a 1st Line IT Support Engineer within a sector leading software development company

This role is a Desktop Application Product Support role as a 1st line support
technician on a busy helpdesk.

We are looking for a technical support professional, with experience supporting customers technical, product and IT needs to join a leading software provider within its
sector, joining a small, dedicated team supporting the technical needs of its clients.

The ideal Candidate will have

* Proven experience of providing support in a technical IT helpdesk in a software environment.
* Good communication skills & telephone manner and the ability to cope well under pressure in a busy environment.
* The ability to learn quickly, think on the spot and make their own responsible decisions under pressure.
* Strong IT technical skills and a good knowledge of Windows and Office & 365 and other relevant 3rd party applications, ideally Windows Server, Active Directory. Experience of PowerShell is a distinct advantage, as is experience of SQL Server are a benefit but not essential.

The role includes

* Provide a first-rate customer service through the help desk, recording and tracking all problems and raising the necessary Support Tickets.
* Resolve issues and requests where possible, such as simple problem determination and quick fix solutions using the Knowledge Base and User Guides.
* Resolve administration issues, such as user permissions, printing, email.
* Maintain support materials and Knowledge Base to ensure that all Helpdesk users are familiar with reference material to support client queries.
* Set up and maintain new databases for clients, users in Active Directory & 365 mailboxes.
* Installing desktops and troubleshooting technical issues.
* Administer the helpdesk systems ensuring all Client details are accurate and up to date.
* Liaise with Support team if an issue cannot be resolved, and escalate to a Senior Technician to seek timely resolution.
* Use diagnostic skills to establish issues relating to servers and resolve to satisfaction, minimising business impact ensuring service levels are maintained throughout.
* Test resolution to ensure that issue is fully resolved for the end user, reporting any concerns or risks to the relevant team.

Please apply for the role ONLY if you meet the following criteria:

* You are a UK citizen or eligible to work in the UK permanently.
* You have a suitable home office environment to work in that is DSE compliant.
* You can demonstrate relevant experience.
* You are looking for an opportunity to be recognised and want to make a real difference working in a small team within a specialist niche SME.

Apply now for immediate consideration for this 1st Line IT Support Engineer position or contact Alex Killen at ITSS Recruitment for further details.

Required skills

  • Helpdesk
  • 1st Line
  • service desk
  • help desk
  • IT support
  • Servicedesk
  • First line
  • support desk
  • Supportdesk

Reference: 52190953

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